General Administration - Customer Support Specialist 2 Customer Support Specialist 2

Details / General Information:

Job Description: Summary:
The main function of a Customer Support Specialist is to interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints. A typical Customer Support Specialist is responsible for determining the client’s issue, offer possible solutions or providing follow-up as needed. Call center service agents may be inbound, outbound or a combination of both.

FULLY REMOTE ROLE - MANAGER IS OPEN TO ANY LOCATION IN THE USA.
Job Responsibilities:
• Resolve customers’ service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills.
• Contact customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments.
• Refer unresolved customer grievances to designated departments for further investigation.
• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.

Skills:
• Verbal and written communication skills, attention to detail, customer service skills and interpersonal skills.
• Ability to work independently and manage one’s time.
• Ability to accurately document and record customer/client information.
• Previous experience with computer applications, such as MS Outlook or data entry software.

Education/Experience:
• High school diploma or GED preferred.
• 2-4 years customer service related experience required.

Miscellaneous Information:

Service Type: Remote
Export Compliance Authorization Required: No
Specific Responsibilities of this Position: FULLY REMOTE ROLE - MANAGER IS OPEN TO ANY LOCATION IN THE USA.


• Resolve customers’ service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills.

• Contact customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments.

• Refer unresolved customer grievances to designated departments for further investigation.

• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.

About GM Energy
Are you passionate about being a part of a start-up that will transform General Motors? Are you interested in entering the fastest growing industry, Energy & Power?

GM’s Energy team was launched in 2021 and is rapidly growing. GM Energy products and solutions include energy infrastructure assets (such as energy storage and integrated charging systems), vehicle to grid capabilities, and software platforms needed to operate and aggregate these assets on the grid.

GM Energy offers a comprehensive EV charging ecosystem from uni-directional chargers to energy storage systems. This team envisions a world with no grid outages, fully renewable energy, and decentralized energy resources. GM’s resources, reach, and all-EV future can deliver that future. This disruption is backed by the bold GM vision of zero crashes, zero emissions and zero congestion. For more info on what’s out in the market, click here - https://gmenergy.gm.com/.

Summary of Responsibilities
Customer Ops Coordinator, GM Energy Home will be responsible for handling backend process steps required for effective operations of GM Energy Home customer and product care. They will also be required to support coordination efforts with external parties and customers, as needed.

This position reports to the GM Energy Customer Support Ops Lead.

Key Responsibilities
Submit & Track orders related to
• Repair parts
• Replacement units
• Supplementary parts
• Any other parts/ equipment/ unit for customer care
Submit and track service visit requests
• Create intake forms by coordinating with advisors
• Follow up with service party for timely visit and completion of request
• If needed, follow up with customer for any edge cases
• Support on status and escalation calls internally and with service partners
Track RMA
• Daily tracking and status updates on RMA to warranty and advisor teams
• Support reconciliation at month end for claims made with logistics, if required
• Follow up with customer on RMA as needed
• Support on status and escalation calls internally and with suppliers
Training & Process Improvements
• Train 3rd parties as required
• Create SOP’s
• Support creation of training materials based on experience
• Recommend and implement process improvement ideas

Required Skills / Experience / Education
• Evidence of safety-first attitude
• 3+ years as operations/ supply chain/ warehousing coordinator, EV/ electrical equipment experience strongly preferred
• Minimum 1 year of experience in a call center/customer facing environment
• Proficiency in Microsoft Word, Outlook, Teams, PowerPoint, and Excel; and Salesforce
• The ability to balance competing priorities while maintaining effectiveness in a dynamic, often chaotic environment
• Sense of urgency and attention to detail
• Adept oral and written communication skills that involves understanding priorities; getting the message across; presenting information effectively; and communicating openly
• High level of interpersonal skills to work effectively with others
• Computer skills to develop, maintain, and analyze data
• Demonstrated ability to learn new technologies and processes, and adapt to change
• Ability to innovate, solve complex issues, and present new ideas
• Excellent time management skills – the ability to effectively and efficiently use your time to focus on the most impactful activities and challenge those that distract from the identified goal
• Responsive and understanding of business issues and data challenges in Aftersales and IT Systems
• High level of analytical ability where problems are unusual, difficult, or complex
• Ability to lead problem solving activities and manage resolution targets
• Associate/Trade degree in related space and or four years of equivalent experience (operations)
• Valid driver’s license
Work Site Description:
Preferred Work Schedule: 8am - 5pm PST
Physical Required: No
Is driving a GM Vehicle required, or will the worker be driving a GM vehicle more than occasionally (a few times per month) as part of the job function?: No