Customer Experience Associate

Job description

Client's is helping our client find a devoted, empathetic, and thoughtful Customer Experience (CX) Associate to join its Driver Operations Team and serve as an ambassador to its driver participant base.

In this role, you will be responsible for creating a stellar experience for EV drivers participating in the serviced utility programs. Additionally, you will be directly responsible for triaging, answering, and resolving tickets, as well as summarizing and sharing feedback from drivers. This will require becoming deeply familiar with both the application functionality and driver needs.

As a Customer Experience Associate, you will:

• Respond to driver inquiries and requests over email and other channels, adhering to the driver support guidelines and SLAs.
• Appropriately escalate specific issues, as needed, in a timely manner.
• Identify and flag gaps in resources and content that would help drivers resolve problems quickly and easily.
• Document issues to help engineering and product teams in resolving specific bugs.
• Gather, summarize, and share insights on driver needs, preferences, concerns, and perspectives to help improve the user experience and ensure the team s work is maximizing value for drivers.
• Keep a close eye on indicators of user satisfaction, including CSAT, ticket response, and resolution times.

Requirements

• Familiarity with common customer service software platforms (like Zendesk) and common productivity tools (e.g., Google Docs, JIRA, etc.)
• Basic proficiency in standard tools for data entry and tracking (e.g., Excel, Google Sheets, etc.)
• Comfortable working under conditions of ambiguity and loosely defined requirements, which can be common in the startup environment
• You can nimbly engage with users while effectively advocating for new features inspired by their feedback
• Must possess the following:
  • A passion for helping users and ensuring they are satisfied with the assistance received
  • A deep hunger for ongoing learning and personal growth
  • A passion for decarbonization and reducing global climate risk
  • Clear and succinct communication skills
  • Strong organization and structure in your work

Benefits:

• PTO and paid holidays!
• Pre-tax commuter benefits
• Employer (Client's) Subsidized healthcare benefits
• Flexible Spending Account for healthcare-related costs
• Client's covers all costs for short and long term disability and life insurance
• 401k package

Commitment: This is a full-time, ongoing contract position staffed via Client's. This role will be hybrid, requiring Tuesdays and Thursdays onsite, and is available to candidates local to the San Francisco, CA area.

Client's values diversity and is an Equal Opportunity Employer. We are interested in every qualified candidate who is eligible to work in the United States. Unfortunately, we are not able to sponsor visas or employ corp-to-corp

Client's Comments



Need 1-2 people for immediate interview, 1 Headcount, please send availability for this week.
Client is WeaveGrid, Address is 375 Alabama St, San Francisco, CA 94110