Customer Service Representative

Summary

Join Qmerit's growing Client Success team as a full-time Customer Service Representative! This role involves managing customer service issues, communicating with EV customers and contractors, and ensuring project success. You will need strong communication and problem-solving skills, along with experience in customer service or a related field. The position offers the flexibility of remote or on-site work in Irvine, CA, with an hourly rate of $22-25. You'll be responsible for maintaining customer satisfaction, collaborating with internal and external teams, and utilizing our technology platform. This is a great opportunity to contribute to a company leading the green energy transformation.

Requirements

• Strong written and verbal communication skills
• Advanced Microsoft Office Skills
• Demonstrates a working knowledge of the technology tools required within assigned responsibilities
• Effective organization and time management skills
• Ability to manage multiple tasks with keen attention to detail
• Strong problem-solving skills
• High level of professionalism
• Previous experience in a customer service, administrative, or project coordinating role: Minimum 1-3 years of experience required
• High school diploma or equivalent certification required

Responsibilities

• Maintain a high level of professionalism and establish positive rapport with customers, contractors, and internal teams
• Maintain a portfolio of assigned installation programs, ensuring project timelines, service delivery, and pricing meet customer expectations
• Proactively follow up with customers and contractors regarding their projects, answering questions, providing updates, and addressing concerns
• Handle inbound calls that are escalated from the L1 CSR team, ensuring timely and effective resolution of customer inquiries and issues
• Respond to emails and digital requests from EV customers, auto dealers, and electrical contractors regarding Qmerit processes
• Initiate outbound calls and follow-up emails to contractors needing assistance with customer project responsiveness
• Strive to maintain high Customer Satisfaction (CSAT) and Net Promoter Score (NPS) for assigned programs by providing proactive customer communication, timely response, and an excellent customer experience throughout the project lifecycle
• Collaborate with contractors and internal teams to address post-installation issues that may arise within the assigned programs, such as installation quality and communication concerns
• Track and prioritize activities using online dashboards and customer activity portals to ensure efficient workflow management
• Utilize customized templates and macros when responding to customers and contractors and create custom emails to address individual project requests
• Enter and update customer/ticket information accurately in HubSpot, our customer service software, during and after each interaction
• Stay updated on product knowledge and remain informed about any changes in program administration, software updates, and company processes through collaboration with the management team
• Provide insights and suggestions, as appropriate, for technology and process improvement opportunities
• Strive to provide exceptional service and achieve high Customer Satisfaction scores across all Qmerit programs

Preferred Qualifications

• Experience with Five9 and/or HubSpot
• Experience in a related industry
• Project management experience
• Cross-functional collaboration experience
• Continuous improvement experience
• Associate degree or higher
• Relevant certifications or courses