Customer Success Representative

JOB DESCRIPTION

Customer Success Representative - Remote

COMPANY

Qmerit, headquartered in Irvine, California, simplifies the adoption of electrification products for residential and small business markets. A leader in the green energy transformation, the company provides value-driven services throughout the renewable energy equipment implementation life cycle. Services are delivered through Qmerit's network of company-owned contractors, independent Certified Solutions Partners, and Certified Installers who are skilled in system implementation and integration as well as in ongoing support and maintenance. Combining this nationwide network of certified electrical contractors with the company's purpose-built digital managed services platform and white-glove concierge services, Qmerit delivers customers an unmatched quality experience related to electric vehicle charging stations, battery storage systems, solar system integration, emergency power, and microgrid solutions.

JOB SUMMARY

Our growing company is looking for a full-time, skilled problem-solver to join our team as an EV Operational Support all-star. We are looking for an enthusiastic individual who can efficiently manage customer service-related issues and speak competently and confidently with auto dealers, EV customers and electrical contractors. The successful candidate for this role will have a drive and aptitude to gain a solid command of the company’s service offerings, processes and technology platform. The CSR must continuously interact with a pleasant and customer-centric demeanor and uphold high customer satisfaction ratings from a variety of audiences. The ideal candidate is resourceful, a good problem solver, organized, and has an eye for detail.

RESPONSIBILITIES

One of our primary responsibilities is matching EV customers to our certified contractors. In this role, the CSR will be speaking with both EV customers and contractors to answer questions and provide guidance. Another responsibility includes recruiting and training contractors, via web technology, on the essentials of our programs, how to complete their certification and how to use the Qmerit technology platform in responding to customers.

With that overview, the CSR responsibilities are:

• Responsible for maintaining a high level of professionalism with clients while establishing a positive rapport with every caller
• Answer incoming customer calls, emails and chat requests from EV customers, auto dealers, and electrical contractors regarding the variety of Qmerit processes
• Make outbound reminder calls to contractors needing to follow up with consumers
• Track and prioritize activities by using our online dashboards and customer activity portals
• Utilize our customized templates and macros when responding to customers and contractors
• Assist with onboarding, training and recruiting contractors into our EV Service Network
• Search online sources, as needed, to help find new contractor prospects in certain geographies driven by EV customer demand
• Enter or update customer/ticket information in Zendesk - our customer service software - during and after each call
• Work with the management team to stay updated on product knowledge and keep informed of any changes in company policies or software
• Offer insights and suggestions for improvement, as appropriate on technology and process improvements

REQUIRED QUALIFICATIONS

• Advanced Microsoft Office skills
• Strong written and verbal communication skills
• Demonstrates a working knowledge of the technology tools required within assigned responsibilities
• Effective organization and time management skills
• Ability to manage multiple tasks
• Strong problem-solving skills
• Strong attention to detail and high level of professionalism

EXPERIENCE

• Minimum 2- year's experience in a customer service-related field
• Zendesk, Ring Central experience is a plus
• Experience in electrical, field service, dispatch related jobs is a plus

EDUCATION

• University degree: four (4) year BA or BS is preferred but not required

Job Type: Hourly, non-exempt

Hourly Rate: $22-25 per hour

lvykO8KEz1