Customer Experience Support Representative
(Evenings and Weekends)
Jule is looking to hire a part-time, motivated and enthusiastic Customer Experience Support Representative to join our diverse and dynamic team. The position is an integral part of the organization who will work closely with the Customer Experience & Operations Manager in a part-time capacity with a guarantee of 15 hours per week. We welcome individuals with previous call centre experience, who understand the importance of a terrific client experience!
What it feels like to work at Jule:
Jule has maintained its flat management structure and start-up culture, despite its steady growth in the industry for the past ten years. The Customer Experience Support Representative will be a part of a rapidly growing Customer Service team with opportunities to collaborate with various department’s including, Engineering, Product Design, Sales, Project Management and more! Join a close-knit, high-energy team that rewards those who are naturally curious and exceptionally driven, to reach their growth potential.
Our Company
Jule 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, Jule has been delivering successful projects over a wide range of industries, including community energy storage, electric vehicle charging infrastructure and microgrid development.
Our website: https://www.julepower.com/
Overview:
The Customer Experience Support Representative is responsible for managing timely and accurate responses to multi-channel external requests. This individual is responsible for interacting daily with EV drivers who have inquiries or require immediate assistance with their charge sessions. Further, it is necessary to be able to collaborate effectively across departments to come up with the best solution for each situation. This position is responsible for providing Best in Class service by representing Jule professionally and efficiently when interacting with customers.
KEY RESPONSIBILITIES
Be the first point of contact for our lines of communication with customers via phone, email, PlugShare, etc.
Receive inbound calls and offer a friendly and professional customer experience
Ability to confidently articulate the technical aspects related to electric vehicle charging
Participate in weekly 1:1 check-ins with the Customer Experience Manager to discuss process improvement, receive feedback, and address any other work-related topics.
Collaborate within the customer service team in 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
Maintain documentation and processes relevant to customer service
Coordinate and liaise with engineering team for technical troubleshooting
Document and present bi-weekly/monthly reports on areas of improvements/feedback
SKILLS
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 diverse clientele
Excellent communication and presentation skills
Familiarity with electric vehicles and chargers is an asset
Working knowledge of Zendesk or familiar with ticketing systems is preferred
Willingness to receive feedback to further personal development
Ability to manage time and prioritize tasks to meet deadlines
EDUCATION/EXPERIENCE
Minimum of 1 year of customer service experience answering in-bound calls
Minimum 3rd year post-secondary student enrolled in one of the following programs: Business Management, Sales, Marketing, Electrical Engineering, Sustainable energy or a related field.
Post-secondary Degree or Diploma graduate preferred
NICE TO HAVE:
Working knowledge of Zendesk and Jira Software ticketing
Familiar or interest in EV industry
French fluency or additional languages
WORK SCHEDULE:
Remote
Available 3:00pm-11:00pm PDT weekdays, weekends, and holidays.
Occasional availability 12:00pm-5:00pm PDT on weekdays
COMPENSATION:
Hourly wages are $18.00-$20.00 commensurate with skills and experience.
COMPANY HIGHLIGHTS:
Rapidly expanding client base in North America and overseas.
Well-positioned in the fast-growing cleantech and transportation sectors, with a lot of growth potential to capitalize on.
Comprehensive end-to-end energy management and charging solution.
Well-developed partner and supplier network across North America.
JULE PLEDGES TO PROVIDE:
Fun, collaborative environment that supports you to be creative, productive and achieve mastery of your domain.
A product on the cutting edge of transportation, energy, and infrastructure with the potential to take its impact to a global scale.
Opportunity to work with some of the latest technologies and methodologies.
All the guidance and support you need, as well as the opportunity to take ownership of key projects, shape strategies, and have a significant role in what we’re building.
Career growth and development opportunity making this a long-term collaboration with unlimited potential for advancement.
We thank all applicants for their interest, however, only candidates selected for an interview will be contacted.
Department: Operations
This is a part time position