Customer Service Representative

JOB DESCRIPTION

Customer Service Representative - Remote or On Site - Irvine, CA

Hourly Rate: $22-25 per hour

COMPANY

Qmerit, headquartered in Irvine, California, simplifies the adoption of electrification products for single and multi-family residential and small business markets. A leader in green energy transformation, the company provides value-driven services throughout the renewable energy equipment implementation lifecycle. This is delivered through Qmerit’s network of company owned contractors, value added resellers and independent certified service providers, skilled in system application and integration as well as ongoing maintenance. Combining this nation-wide network of certified electrical contractors with the company’s digital managed services platform and white-glove concierge services. Qmerit delivers customers an unmatched quality experience when installing electric vehicle (“EV”) charging stations and integrating to battery storage, solar systems, emergency power and microgrid solutions.

JOB SUMMARY

Qmerit is seeking a full-time, Customer Service Representative to join our growing Client Success team. We are looking for an enthusiastic individual who can efficiently manage customer service-related issues and speak competently and confidently with EV customers and electrical contractors. The successful candidate will have the drive and aptitude to gain a solid command of the company's service offerings, processes, and technology platform. The CSR must continuously interact with a pleasant and customer-centric demeanor and uphold high customer satisfaction ratings from a variety of audiences.

The ideal candidate is resourceful, organized, a good problem solver, and has an eye for detail.

RESPONSIBILITIES

Our primary service offering is matching EV customers to our certified contractors for in-home electrification project fulfillment. In this role, the CSR will be speaking with both EV customers and contractors to answer questions and provide guidance on home installation projects. Another responsibility includes supporting our contractors via web technology on our program requirements and expectations and helping facilitate the use of the Qmerit technology platform to manage customer projects.

With that overview, the CSR responsibilities are:

• 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

REQUIRED QUALIFICATIONS

• 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

EXPERIENCE

• Previous experience in a customer service, administrative, or project coordinating role: Minimum 1-3 years of experience required
• Experience with Five9 and/or HubSpot: Preferred, but not required
• Experience in a related industry: Preferred, but not required
• Project management experience: Preferred, but not required
• Cross-functional collaboration experience preferred, but not required
• Continuous improvement experience: Preferred, but not required. Experience in identifying process improvement opportunities is valued

EDUCATION

• High school diploma or equivalent certification required
• Associate degree or higher (preferred)
• Relevant certifications or courses (optional)

Job Type: Hourly, non-exempt