InCharge Energy is an energy solutions company that is accelerating electrification of transportation by providing a comprehensive, scalable electric fleet charging infrastructure solution. We tailor our systems to private and public commercial fleets, electric vehicle OEMs, ride-share operators, municipalities, and commercial facilities owners. The founding team is the most experienced team in EV charging, with executive leadership from Tesla, NRG Energy, EVgo, ABM, innogy eMobility, Ford Motor Company, Honeywell and Edison International. The company concluded a Series A fundraising round in January 2020 with Macquarie Capital, the world’s largest infrastructure asset manager, and ABB, the global electrical equipment leader. In-Charge Energy also recently announced key partnerships with Ryder Truck, Navistar, and Lonestar Specialty Vehicles.

Job Description:

The Customer Service Specialist at In-Charge will report to the Director of Service and is responsible for managing customer cases for electric vehicle chargers from the InControl network as Tier 1 Support. This consists initial troubleshooting charging assets and proactively creating service requests to the operations team if necessary. The candidate will take on the primary task of managing all cases in Salesforce on charging issues for InCharge and its customers. This includes, working closely with internal and external customers. 
 

Responsibilities Include:

·       Support the Filed Case management in Salesforce with a pre analysis and necessary ticket routing/escalation

·       Troubleshoot EV chargers remotely on the InControl network

·       Route incoming calls to various departments

·       Make decisions quickly, sometimes with limited information

·       Provide live support for technicians performing field commissioning

·       Responds promptly to escalations received from key customers

·       On rotating schedule with other Customer Service Specialists for after-hours calls for SLA customers

·       Review work log, customer feedback periodically with team and other analysts and technicians, to identify and act on opportunities for improvement

 

Qualifications:

·       Strong customer service ethic

·       Enterprising, self-starter attitude

·       Adaptable to the changing dynamics of start-up business strategy

·       Proven working experience in customer service with ticketing software  

·       Excellent client-facing and internal communication skills

·       Excellent written and verbal communication skills

·       Solid organizational skills including attention to detail and multi-tasking skills

·       Detailed follow through, every time, every client

·       Strong working knowledge of Microsoft Office

·       Salesforce experience is a plus

·       Experience in the EV Charging industry is a plus

Company Benefits:

  • Benefits: Health, Dental, Vision,401k
  • Unlimited paid vacation