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The COS will also provide occasional escalation customer service as needed to our valued customers, EVgo teams, and business partners. The COS will also assist with incoming customer service calls and be available to work different shifts if needed.

Responsibilities:

• Provide day-to-day functional and technical support to our customers including testing and troubleshooting as needed.
• Ensure proper, timely, and ongoing follow-up on assigned cases to ensure service level agreements are met and customer satisfaction is exceeded.
• Respond to customer billing questions, challenges and escalate to supervisor as needed.
• Answer customer inquiries on social media channels.
• Inbound/outbound contact to customers via phone, chat and email to assist them with account management.
• Ownership of customer's inquiries and follow issues through to excellent resolution
• Commit to being a subject matter expert on EVgo's products and brands for customers.
• Communicate clearly with internal departments, ensuring excellent service.
• Prepare spreadsheets and word documents as required for reporting, analysis, documentation, and presentations.
• Assist with customer feedback on the software and product testing for new EVgo products and functionality.
• Contribute to documentation for training materials.
• Be the voice of the customer by identifying trends and contribute to improving the customer experience.

Required Skills and Experience:

• At least 2 years of technical or customer service experience.
• AA or Undergraduate degree preferred.
• Proficient in Microsoft Office: Excel, Word, and Power Point.
• Charging network or automotive industry or experience is a plus.
• Outstanding service orientation and strong interpersonal skills that create positive relationships with colleagues and customers.
• Call Center experience is a plus.
• Demonstrated time management skills are required for this position to meet the turnaround and fulfillment times needed for success.
• Excellent, professional, verbal, and written communicator with a coaching mindset.
• Highly Required:
• Availability for a regular work schedule of Monday through Friday, 5:00 am to 2:00 pm Pacific Time and some weekends and holidays.
• Able to work in a sometimes fast-paced environment.
• This role is primarily remote with periodic in-person meetings required in our Los Angeles office and occasional travel as needed. You will be part of a team that is distributed across the US. EVgo is headquartered in Los Angeles.

EVgo offers a comprehensive benefits package including health, life, and disability insurance, unbounded paid time off including parental leave, and a 401(k) plan.