Customer Experience Associate

Role Overview

The Customer Experience Associate will be responsible for creating a stellar experience for EV drivers participating in the serviced utility programs. This will require becoming deeply familiar with both the application functionality and driver needs.

What You Will Do

Respond to driver inquiries and requests over email and other channels, triage and resolve support tickets, identify and flag gaps in resources and content, document issues clearly and accurately, gather and summarize insights on driver needs, and monitor indicators of user satisfaction and support performance.

Why It Might Be a Fit

The ideal candidate is highly organized and exceptionally detail-oriented, with the ability to independently manage and prioritize a high volume of support tickets while maintaining accuracy and timely follow-through.

Requirements

• Experience in a technical support or multi-channel customer service role
• Recent professional experience using Zendesk
• Demonstrated ability to independently manage and prioritize a high volume of support tickets while meeting response and resolution SLAs
• Exceptional attention to detail with the ability to accurately document, track, and follow issues through resolution
• Strong organization and time management skills with the ability to manage multiple open requests without losing track of follow-ups or next steps
• Sound judgment in triaging issues, determining appropriate next steps, and escalating time-sensitive or complex cases before they impact the customer experience
• Clear and concise written and verbal communication skills
• Familiarity with common productivity tools such as Google Docs and Jira
• Basic proficiency with data entry and tracking tools such as Excel and Google Sheets
• Ability to effectively engage with users, advocate for improvements based on their feedback, and ensure satisfaction with the support provided
• Comfort working in a fast-paced startup environment
• Enthusiasm for ongoing learning and personal growth
• A passion for decarbonization and reducing global climate risk

Benefits

• PTO and paid holidays!
• Pre-tax commuter benefits
• Employer (HireArt) Subsidized healthcare benefits
• Flexible Spending Account for healthcare-related costs
• HireArt covers all costs for short and long term disability and life insurance
• 401k package

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