Customer Experience Support Specialist
2 weeks ago
**Customer Experience Support Specialist**
eCAMION Inc. is looking to hire a full-time, permanent, Customer Experience Support Specialist to join our diverse and dynamic team. The position is an integral part of the organization who will work closely with the Customer Support, Operations Manager.
This position will be reporting at Head Office and various charging sites within Ontario, therefore a driver's license and access to a personal vehicle for travel are required.
Hours of work will fluctuate, however the expected schedule will be Monday to Friday from 12:00 noon to 9:00 pm with some possible on-call work during weekends.
**Overview of Role Accountabilities**:
The Customer Experience Support Specialist is responsible for managing timely and accurate responses to multi-channel external requests. This individual is responsible for interacting with multiple software platforms such as Zendesk, Jira and eCAMIONs monitoring system. This position is responsible for providing Best in Class service by representing eCAMION Inc. professionally and efficiently when interacting with customers.
**Our Company**
eCAMION Inc. is a Toronto-based all-in-one solution provider of Battery Energy Storage Systems (BESS) and Electric Vehicle Fast Charging (EVFC). Using its patented battery & power/energy management technologies, eCAMION has been delivering successful projects over a wide range of industries, including community energy storage, electric vehicle charging infrastructure and microgrid development.
**What it feels like to work at eCAMION**
eCAMION has maintained its flat management structure and start-up culture, despite its steady growth in the industry for the past ten years. You will be working with a high-performing fast-paced team.
**Overview**:
The Customer Experience Support Specialist is responsible for managing timely and accurate responses to multi-channel external requests. This individual is responsible for interacting with multiple software platforms such as Zendesk, Jira and eCAMIONs monitoring system. This position is responsible for providing Best in Class service by representing eCAMION Inc. professionally and efficiently when interacting with customers.
As this is a new operation in the business, hours of work will fluctuate for the first 6 months between 8am-4pm, and 12pm-8pm shifts with 2 days off (these 2 days off would vary). A driver's license and access to personal vehicle are required for travel to different sites within Ontario.
**KEY RESPONSBILITIES**
- Support the Customer Service, Operations Manager with the development of department standards and processes
- Log all customer contact to our ticketing system, Zendesk
- Handle customer complaints/feedback, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Manage any announcements about EV Chargers to social media platforms such as Twitter, Instagram, Facebook, etc.,
- Revise and improve documentation and process relevant to customer service
- Coordinate with engineering team for tech support needs
- Document and present bi-weekly/monthly reports on areas of improvements/feedback
**Requirements**:
- At least 2 years of experience as a Customer experience support specialist in a similar field
- Strong phone contact handling skills and active listening
- Identify and assess customers’ needs to achieve satisfaction
- Ability to multi-task, prioritize, and manage time effectively
- Customer orientation and ability to adapt/respond to different types of characters
- Excellent communication and presentation skills
- Familiarity with electric vehicles and chargers
- Working knowledge of Zendesk or familiar with ticketing systems is preferred
- Driver's license and a personal vehicle
**Education/Experience**
- Post-secondary Degree/Diploma in Business, Marketing, Electrical or a relevant discipline
**Benefits**:
- Dental care
- Extended health care
- On-site parking
- Vision care
**Schedule**:
- Must be available evenings and weekends
- This role will be performed in person
- Full-time, 40 hours per week
- As this is a new operation in the business, hours of work will fluctuate
**Salary**
Full-time salary range is $45,000 to $50,000, commensurate with skills and experience, plus benefits.
eCamion Inc. celebrates and values cultural diversity and is committed to attracting and retaining a diverse staff. We will honour your experiences, perspectives, and unique identity. Together, our organization strives to create and maintain working environments that are inclusive, equitable and welcoming.
eCamion Inc. is committed to providing an accessible recruitment process and workplace. Please let us know if you require accommodation under the Accessibility for Ontarians with Disabilities Act (AODA).
**Job Types**: Full-time, Permanent
**Salary**: $45,000.00-$50,000.00 per year
**Benefits**:
- Dental care
- Extended health care
- Paid time off
- Vision care
Schedule:
- Mond
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