Job Description

We are seeking a motivated and empathetic Customer Support Coordinator (Hybrid) to join our Electrum team. As a Customer Support Coordinator, you will be the first point of contact for our valued customers, providing exceptional service via phone, email, and live chat. Your ability to troubleshoot issues, answer questions, and build rapport with customers will be key to ensuring their satisfaction and loyalty. This hybrid role requires you to work in the office on Tuesdays, Wednesdays, and Thursdays, giving you the opportunity to connect with your team while enjoying flexibility

Department: EVSE Operations

Reports To: Team Lead - Customer Relations

POSITION RESPONSIBILITIES

• Provide prompt and effective customer support: Respond to customer inquiries via phone, email, and live chat in a timely and professional manner.
• Troubleshoot technical and non-technical issues: Investigate and resolve customer problems related to our products, services, or website.
• Document customer interactions: Maintain accurate records of all customer communications and interactions in our CRM system.
• Escalate complex issues: Identify and escalate issues that require further attention to the appropriate team or department.
• Collaborate with other departments: Work closely with other teams, such as sales, marketing, and product development, to ensure customer needs are met.
• Stay up-to-date on product knowledge: Maintain a comprehensive understanding of Electrum's products and services.
• Contribute to a positive team environment: Foster a culture of teamwork, collaboration, and continuous improvement within the customer service team.

QUALIFICATIONS:

• Excellent communication skills: Ability to communicate clearly and effectively, both verbally and in writing.
• Strong problem-solving skills: Ability to analyze problems, identify solutions, and implement them effectively.
• Exceptional customer service skills: Ability to build rapport with customers, empathize with their concerns, and exceed their expectations.
• Proficiency in using CRM software: Experience with customer relationship management (CRM) tools is preferred.
• Technical aptitude: Basic understanding of electrical concepts and terminology is a plus.
• Ability to work in a hybrid environment: Must be able to work in the Los Angeles office at least three days per week.

WHAT YOU COULD BE A PART OF

Electrum is on a mission to empower communities through transparency and choice on the benefits of electrification and renewable energy.

Homeowners are often left in the dark when trying to decide how to go solar - that's where Electrum comes in. We've automated the process of going solar and driving down costs and increasing adoption rates. Our online solar and renewable energy marketplace provides homeowners with expert advice and custom bids from a national network of vetted installers. We have a bidding platform with innumerable Solar Installers competing for our client's business. This results in competitive pricing and even more, a great experience! Sustainable energy is more important than ever and we're the leading force in the revolution.

Behind our marketplace is a team of incredible people.

People that are committed to building the future of clean energy solutions while maintaining our core values of trust, transparency, and choice. Those core values extend beyond how we treat our customers and vendors; it is how we treat each other. We follow through with our promises, are fair in our approach, and strive to live up to our reputation as an advocate in the solar industry.

We believe that at the intersection of our team and our mission, we provide the best customer experience in the industry.

We’re the trusted marketplace for some of the largest and most progressive utility companies in the country, and for consumer brands like LG. Our footing in the industry is strong, and we’re looking for talented people to help facilitate the next phase of our growth. Working in a fast-growing company does not come without its challenges, but if you enjoy solving problems, impacting positive change, and innovating in an emerging market, then Electrum will provide you with a platform to do all of those things.

At Electrum, we believe that the diversity of thoughts and backgrounds will cover our blind spots, will make us more innovative, and consequently will give us an advantage.

There are no glass ceilings at our company. Facilitating the upward mobility of our staff is an important metric that we track for our managers. The Electrum team comes from all walks of life and we hire people from a variety of backgrounds, not just because it is the right thing to do, but because we celebrate the distinct contributions that diversity cultivates. This is why Electrum is a proud equal opportunity employer (EOE) and is committed to building an inclusive culture that empowers every individual regardless of race, color, ancestry, religion, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), national origin, sexual orientation, creative self-expression, age, marital status, disability, gender identity, gender expression, veteran status, disability, genetic information, or political views.

As an equal opportunity employer, we stay true to our mission of empowering communities and enabling a better quality of life by understanding that while we are smart alone, together we are genius.

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