Customer Service Technician - Tier II

Position Summary

The Customer Service Technician - Tier II is an advanced position in the Customer Service Team and plays a pivotal role in managing and resolving client issues and vendor installations. The representative will work closely with Tier I team members and other internal teams to ensure timely installation of Future Energy products and services, as well as reaching effective solutions to client concerns, to drive client satisfaction and retention.

Purpose

The purpose of this role is to support/interface with Future Energy clients, vendors, and internal departments, with the main goal being to ensure smooth and efficient service deployment and/or repair to clients.

Job Responsibilities

Responsibility #1- Client Experience
• Maintains and continues to grow client relationships while ensuring the continued value of our product and services.
• Understands Future Energy products and services and can apply that knowledge when addressing client related issues. Utilizes internal resources (scripts, knowledge base, CRM) to resolve common issues and answer frequently asked questions. Provides accurate information about products, services, and procedures.
• Strives to enhance the client experience by providing efficient, empathetic, and professional service. Achieves or exceeds first contact resolution targets for low-complexity issues.
• Guides clients through the onboarding process while gathering necessary information to align with fulfilling clients' requirements.
• Ensures high-quality customer service by maintaining and enhancing client interaction standards.
• Provides virtual training on Interface products, when applicable. Also provides specific training and product support to clients.
• Responds immediately to high priority issues, especially those technical issues that have been escalated by Tier I team members.

Responsibility #2- Scheduling and Documentation
• Maintains assigned account profiles and updates client accounts through the CRM and Zoho Desk, ensuring information is aligned and accurate.
• Performs required touchpoints and maintains client relationships not limited to but including Quarterly Business Reviews (QBRs), vehicle management reporting and monthly reporting.
• Responsible for configuration of assigned client's smart meter and set-up, according to utility demand rate. Also builds out the client's interface dashboard.
• Follows up on any assigned Future Energy Account client subscription renewals.
• Provides after hours support inclusive of Driver's Support calls via rotating On-Call Program.

Responsibility #3- General Support
• Assists in implementing processes and procedures to improve efficiency and client satisfaction.
• Gathers client feedback and reports recurring issues to the management team.
• Collaborates and works closely interdepartmentally across other company departments, as well as management and account executives on assigned accounts.
• Reports process changes identified to the Customer Service Manager.

Performs additional duties as deemed appropriate by Management.

Position Requirements
• Minimum of an Associates Degree; 3-5 years contact center required, or equivalent combination of education and experience.
• Experience working in the EV fast charging space is preferred.
• Good follow-up skills needed to ensure accurate completion of client requests.

High degree of time management and organizational skills needed to ensure timely and accurate completion of projects and flexibility to address client issues.
• Must maintain a high degree of reliability, thoroughness and attention to detail.

Skills and Education
• Proficient in Microsoft Office programs, social media, search engines and CRM.
• Strong interpersonal and communication skills (verbal, written, presentation, grammar, spelling, format) with a sensitivity to understand client needs.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to troubleshoot problems through to resolution.
• Ability to work collaboratively with all levels of the organization and demonstrate a team-oriented work style.
• Strong analytical and reasoning abilities, display sound judgement.