SquarePeg Looking for Automotive Specialist at Greater Toronto Area, Canada Full Time

We’re a rapidly growing start-up backed by institutional investors accelerating the deployment of electric trucks and buses to reduce carbon emissions and help meet ambitious climate targets. Our experts in electric vehicle and charging infrastructure assure that the zero emission transportation solution is transparent, reliable and simplified for fleet managers via an EV-as-a-service model.
Our core values are Pioneering, Empowering and Impact. Our mission is to make electric vehicle adoption seamless and enjoyable for everyone.
We are committed to building an ever stronger team culture and would love to have you join if you are a fit!
As a Customer Success Coordinator, you’ll be an integral part of our dynamic team, helping our customers navigate the exciting world of electric vehicles and charging infrastructure.
You’ll be the friendly face and voice that ensures our customers have an exceptional experience from the moment they engage with us. Your primary responsibility will be to build and maintain strong relationships with our customers, providing guidance, support, and solutions to ensure their success.
Responsibilities

• Support ticket tracking – Tier 1 customer support for vehicle and charger incidents, usability questions, etc.
• Customer Service Communications – Notify customers or coordinate with facility staff regarding maintenance visits, software updates, monitoring service outages due to software maintenance, etc.
• Content Generation – Constant improvement of the Help Centre: FAQ, chat bot, new publications, updated articles in terms of training, etc.
• Assisting in the configuration of charging infrastructures (user accounts, RFID cards, etc)
• Charger activity monitoring and reporting.
• RMA follow-ups, management of asset warranties, returns or repairs, etc.
• Updating of the company’s asset list in coordination with the project department.
• Implementation of the customer journey and improvement of the customer experience after the delivery of the charging infrastructure or vehicles.
• Constant improvement of the customer training plan for chargers/vehicles.
• Support to other departments
• Identify and resolve issues that may impact the uptime of vehicles & chargers.
• Stay up-to-date on industry trends and best practices to drive process improvements.
• Collaborate with the sales, project management and operations teams to improve the overall customer experience.
• Work with OEMs to ensure no production delays, constraints, or logistics backlogs, and evaluate trends in OEM delays.
• Participate in conference calls with OEMs, contractors, and clients to address delays and issues.
• Ensure Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) are monitored and reported monthly.
• Establish and monitor control reports to identify process breakdowns and provide proactive solutions.
• Drive change through innovation, technology, collaboration, and process redesign.
• Perform and execute projects as assigned and identify process efficiencies to increase operating income.

Requirements

• Superb organizational skills and attention to detail, and the ability to handle multiple projects on a time sensitive schedule.
• Outstanding customer service abilities. Professional phone manner. Excellent written and oral communication skills, with outstanding ability to communicate ideas and information clearly and concisely.
• Customer-oriented thinking.
• Ability to work as part of a team and lead others while accomplishing personal, departmental and company goals.
• Problem solving and team building skills, works effectively in both group and independent settings
• Strong time management and organizational skills with the ability to prioritize and re-prioritize as higher priority needs arise multiple times a day to productively meet client expectations.
• Proficiency in CRM software (Hubspot preferred) and other relevant tools.
• Ability to work independently with little day to day direct management and confidence to make critical decisions to keep processes moving in order to avoid delays in client vehicle deliveries.
• Basic knowledge of electric vehicle technology, fleet management, & charging infrastructure is a bonus.
• Bilingual (English/French) an asset
• Bachelor’s degree in a relevant field or equivalent work experience.
• Knowledge of the automotive industry and supply chain processes is a plus.
• Passion for electric vehicles and sustainable energy.
• Ability to work independently and collaboratively in a fast-paced environment.
• Experience in customer service or related roles is a plus.

Additional information
Note: The job description may be subject to change and modification based on business needs. We’re working to build a diverse, inclusive team that reflects the communities where we live, work and play. This is a full-time position with a competitive salary dependent on experience and industry knowledge can be adjusted), benefits package. If you are a highly motivated individual who is looking to take on a challenging and rewarding role, we encourage you to apply. Role compensation will be between 65k – 95k.