Electric Vehicle (EV) Operations Manager
Job Type: Full Time

JOB DESCRIPTION:

Are you interested in learning all about EV’s, charging stations and how contractors operate? Are you passionate about creating raving fans of our installation services? Do you enjoy detail-oriented work and love managing lots of simultaneous projects? If so, keep reading!

In this role, you will talk to consumers who have bought an EV or interested in buying one, to dealership personnel, and to contractors. You will take part in the entire customer journey. Your #1 objective is to ensure our customers and contractors are raving fans. With over 300 EV installer locations across the U.S., you will be responsible for (1) ensuring install requests are handled in a timely manner, (2) onboarding and certifying installers, and (3) ensuring our installers use the Qmerit platform to keep their information and customers updated.

This position requires inputting and tracking detailed information as well as timely and accurate communications with customers, contractors, dealerships and our clients. Essential to success of the position is the use of the Qmerit software platform, Zendesk™, Microsoft Office products, and working with our software development and Customer Success teams. The position will require high competency in the use of computers.

You’ll report to the General Manager of Energy & EV Solutions and the position will reside in Irvine, CA.

YOUR OBJECTIVES ARE TO ENSURE:

  • We receive customer satisfaction scores of at least 4.5 or higher
  • All customer and contractor information are accurate and up-to-date
  • All customer requests are responded to within 24 hours
  • All contractor credentials are routinely verified

WHAT YOU WILL DO:

  • Handle daily incoming calls and emails from customers, installers and automotive personnel
  • Oversee the onboarding and performance of Qmerit Certified Installers
  • Support day-to-day operations of the Qmerit Customer Service team
  • Prepare billing preparation so that Accounting can generate and deliver invoices
  • Prepare monthly reporting for our clients and management team
  • Track operational performance of Qmerit Certified Installers
  • Identify new ways to improve efficiency and productivity of the customer service team
  • Support and promote quality relationships, good performance and customer satisfaction
  • Manage 1-3 part-time customer service representatives in accordance with Qmerit employee personnel policies, conduct performance reviews, counsels and disciplines as necessary

THIS JOB IS IDEAL FOR SOMEONE WHO IS:

  • Achievement-oriented -- enjoys taking on challenges, even if they might fail
  • Innovative -- prefers working in unconventional ways or on tasks that require creativity
  • High stress tolerance -- thrives in a high-pressure environment

QUALIFICATIONS:

  • High School Diploma or GED
  • Associate or bachelor’s degree preferred
  • Minimum two (2) years, dispatching and/or customer service experience required, preferably in the electrical or similar “trades” industry
  • Minimum one-year experience in supervision
  • Microsoft Office intermediate experience required
  • Outstanding written and oral communication skills
  • Strong organizational skills
  • Ability to learn about the EV market and understand technical terms
  • Diplomacy, tact, and poise under pressure when working through customer issues
  • Ability to multi-task
  • Strong time management skills
  • Area demographic awareness
  • Problem solving skills

EXPERIENCE:

  • Supervisory: 1 year (Required)
  • Dispatch/Customer Service: 2 years (Required)

LOCATION:

  • Irvine, CA 92618 (Required)

BENEFITS:

  • Health insurance
  • Dental insurance
  • Vision insurance
  • Paid time off

 


 

 


Apply Now!