Responds to inbound contacts via phone, chat, and SMS from existing and prospective customers. This position is the first line of contact and is responsible to leave a customer with the very best impression of Electrify America. Delivering exceptional experiences and focusing on creating long term customers is a priority. Answers all basic and routine customer contacts and utilizes computer applications to provide professional service.
ESSENTIAL FUNCTIONS: Engage with existing and prospective Electrify America customers via phone, chat, and SMS Provide courteous, professional and timely responses to a continuous volume of customer inquiries Identify, research, understand and address all facets of customers' requests Ensure content of oral and written communication meets the needs of the target audience Build and foster relationships with partners Engage leaders and partners when presenting escalations and/or solutions Answers routine service calls and logs them as appropriate on the computer system. Attends assigned training sessions for further improvement in client and customer satisfaction, client information and job performance. Adheres to all company and specific ContactCenter policies and procedures. Completes any work as assigned by Management. EDUCATION: High School Diploma/G.E.D or equivalent work experience EXPERIENCE: * 0-1 year of customer service experience. * Ability to work successfully in a call center environment (sitting, talking with customers in a repetitive, regimented environment for an 8 hour shift). * Good written communication skills and high level of comfort providing quality customer service via writing. Ability to create a response in the tone that is appropriate for our customer's platform of choice (Phone, chat, SMS etc.) * Ability to work in a fast-paced, extremely customer-focused multi-channel contact center * Self-motivated with the ability to multi-task * Understand, communicate and display the ability to provide exceptional customer experiences * Ability to work independently and efficiently, yet be a team player * Proficient in Microsoft Office/PC skills * Familiar with the use of technology; Windows/PC skills * Understanding and/or willingness to learn about electric vehicles of the EV charging industry * Meet or exceed defined KPIs and objectives * Ability/willingness to learn new systems and technology COMPLEXITY: Utilizes empathy, listening skills, and a courteous and a helpful attitude to focus on providing quality customer service. Strong oral and written communication skills. Able to adapt to a changing work environment and the willingness to learn new skills and develop greater job knowledge. WORKING RELATIONSHIPS: Communicates with associates, customers and clients in a professional manner. Effectively teams with peers, supervisors, and management to achieve corporate and client goals. ADDITIONAL REQUIREMENTS: Flexible work schedule including nights, weekends, and holidays as business need dictates.