Customer Experience Associate

EVmatch, Inc.
Full Time
Remote
$20 an hour
Posted EmployerActive 17 days ago
Job description

Join a cleantech startup that’s increasing EV charging access!

Company: EVmatch
Position: Customer Experience Associate

Job Details:

  • Part-time, permanent position
  • Hourly employee, 20-25 hrs/week
  • Primary hours- 1:00 PM-7:00 PM PT, 4-5 days per week
  • Must work at least 1 weekend shift; 2 weekend shifts preferred
  • Location: remote/home office based in Mountain, Pacific, or Hawaii Time
  • Language skills: fluency in Spanish preferred
  • $20/hour + stock options

Company Description: EVmatch (www.evmatch.com) is an early-stage startup that’s revolutionizing electric vehicle (EV) charging through a peer-to-peer charging network. EVmatch’s app-based service allows homeowners, businesses, and multi-family properties to rent out private charging stations and supports widespread EV adoption. EVmatch currently supports residential charging hosts and commercial charging hosts with integrated EV supply equipment (EVSE) nationwide. EVmatch’s software creates a two-sided digital marketplace that makes EV chargers profitable for building owners, and easily accessible to EV drivers.

On the commercial side of its platform, EVmatch sells EV charging hardware, software, and installation services to commercial property managers who are seeking the most affordable and flexible EV charging solution on the market. EVmatch is specifically focused on selling to multi-family residential property managers in the San Francisco Bay Area, Los Angeles, and San Diego, but also in New York, Illinois, Florida, and other areas where high-density multi-family housing stock is in need of a charging solution.

Position Description: This position is an exciting opportunity to gain valuable startup experience and learn about the emerging EV industry. The Customer Experience Associate will report to and work closely with the
Sales Operations & Customer Experience Specialist to provide technical customer support and general customer service to EVmatch customers and leads, and assist with accounting duties, social media marketing, and customer engagement analysis. We're seeking a passionate individual to help pave the way to a more sustainable future.

Job Duties: Specific job duties include, but are not limited to:

Phone, Email, and Online Customer Service:

  • Responsible for responding to or reassigning all customer support online chats, phone calls, and support emails during designated 5-6 hour shifts, including 1-2 shifts over the weekend
  • Responding to other customer support tickets as assigned
  • Communicating with charging station hosts to approve transaction requests as needed
  • Reviewing and approving customer charging station photos to be published on the EVmatch platform

Technical Customer Support:

  • Daily, monthly, and weekly quality assurance review of charging stations on

EVmatch platform using an R/RStudio script and MailChimp automated email workflows

  • Conduct daily outreach to charging hosts as needed to rectify technical issues with charging stations, such as networking problems, power supply issues, or other technical operation and maintenance issues
  • Troubleshooting technical charging stations maintenance issues with EV drivers and site hosts over the phone to gather information and suggest appropriate remediation steps
  • Weekly quality assurance of driver registrations and outreach as need to rectify issues

Customer Accounting Duties:

  • Running reports and conducting accounting to ensure accurate customer balances, include host payout and driver credit balances
  • Processing refunds, creating receipts, and completing general accounting activities as needed

Customer Engagement and Marketing Analysis:

  • Working with the Customer Experience Specialist and Product Manager to run analyses that support customer engagement, acquisition, retention, and reactivation
  • Running monthly reports in Amplitude and Google Analytics to evaluate customer journeys, drop-offs, purchasing behavior, and other performance metrics
  • Communicating the results of customer analyses to EVmatch product and marketing teams

Social Media Account Management:

  • Working with the marketing team to create and post daily social media content on Facebook,

Twitter, LinkedIn, and Instagram accounts

Required Qualifications and Experience:

  • Bachelor’s degree or work experience showing progressively increasing level of responsibility
  • 1+ year of experience working with customers or leads to resolve problems over the phone, via a web platform, or in-person
  • Excellent presentation and verbal communications skills
  • A professional business manner, positive energy, and team-oriented attitude
  • Highly organized and detail-oriented
  • Discipline to manage time effectively with minimum supervision
  • Experience working remotely from home, with strong aptitude for self-managing
  • Tech-savvy, including familiarity with CRMs, Google products, Slack, and Microsoft Office
  • Fast learner with strong critical-thinking and decision-making skills
  • Strong online research and problem-solving skills

Preferred Qualifications:

  • Spanish language proficiency
  • Knowledge of EV charging equipment and industry
  • Basic understanding of electricity, electricity metering, and electric utility rate structures
  • Experience with Mailchimp, Amplitude, R and RStudio, Google Analytics, and social media scheduling platforms like Hootsuite and Later

Application Deadline: Rolling until filled

Job Type: Part-time

Pay: $20.00 per hour

Benefits:

  • Flexible schedule

Schedule:

  • Monday to Friday
  • Weekend availability

COVID-19 considerations:
To keep our workers, customers, and partners safe, employees are required to wear masks in public settings and are not required to engage with customers or others who are not abiding by social distancing and mask precautions.

Education:

  • Bachelor's (Required)

Experience:

  • Customer service: 1 year (Preferred)

Language:

  • Spanish (Preferred)

Work Location: Remote

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