CarCharging

Convenient EV Charging Services

CarCharging Seeks Customer Care Specialist (Phoenix, AZ)

Summary

CarCharging/Blink Network is looking for inbound Customer Care Specialists who will be responsible for handling calls from new and existing customers regarding our electric vehicle (EV) charging products. Using their knowledge of products or services as well as great customer service skills, these professionals will address issues, provide support and offer information, as needed, to keep customers satisfied and retain business. These part and full time positions will be based in our Phoenix office and the shifts will vary depending on business needs.

Essential Duties and Responsibilities

  • Answer phone, email, and other support inquiries within a predetermined time-frame from customers regarding our electric vehicle (EV) charging products
  • Assist customers in troubleshooting and resolving common issues they encounter while using EV charging stations
  • Answer questions about the product details, the company, current programs, and issues with accounts or products for customers
  • Maintain Customer and Host databases and by entering and updating information
  • Gather detailed information relevant to resolving customer situations; determine likely causes of reported issues; explain and resolve issues that can be resolved immediately; route issues that cannot be resolved immediately to appropriate support groups; follow up to ensure resolution and positive customer satisfaction
  • Provides support to customers utilizing web and mobile products (i.e. for account-related matters)
  • Assist new customers in charging at stations and creating new membership accounts
  • Provide customers seeking to purchase products with information that encourages purchase; refer qualified leads to sales
  • Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
  • Ability to multi-task and work nimbly in a fast-paced environment with distributed teams
  • Uphold and maintain knowledge of customer service principles and practices
  • Handles 50-60 issues per day efficiently, completely, and appropriately, during a normal work shift

Other Skills and Abilities

  • Superb customer service skills
  • Excellent interpersonal, written, oral, technical, and business communication skills
  • Must possess a professional and friendly attitude and be able to quickly develop a rapport with customers over the phone
  • Ability to learn and navigate new software quickly and comfort working with and supporting technology products
  • Familiarity with electric vehicles and electric vehicle charging products (preferred)
  • Distinguished listening skills and the ability to ask probing questions, understand concerns, and quickly determine, classify and resolve customer issues
  • Strong ability to learn and apply knowledge gained to improve customer service quality and efficiency
  • Self-starter with excellent organizational, administrative and interpersonal skills able to manage multiple priorities and adapt to change within a fast paced business environment
  • Ability to follow through with tasks, projects, and troubleshooting with minimal supervision

Education and/or Experience

Education:

  • High School Diploma (required)
  • Trade School Certificate or Associate Degree (preferred)

Experience:

  • 1+ year experience in call center or helpdesk environment (preferred)
  • Prior experience with the following program(s) (preferred)
    • Microsoft Office
    • ZenDesk
    • Nextiva
    • Microsoft Dynamics CRM

**May consider an equivalent combination of education and experience.

Certificates, Licenses, Registrations 

  • Help Desk Analysts Certification (preferred)

Please submit resumes to callcenterjobs@blinknetwork.com

No phone calls please.

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