Customer Ops Coordinator
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.
Customer Ops Coordinator client Energy Home will be responsible for handling backend process steps required for effective operations of client Energy Home customer and product care.
They will also be required to support coordination efforts with external parties and customers as needed.
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 SOPs
Support creation of training materials based on experience
Recommend and implement process improvement ideas
Requirements:
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 drivers license
Preferred Work Schedule: 8am - 5pm PST
We thank all applicants for their interest. However, only those qualified individuals who closely meet the qualifications of the position will be contacted. The details of the position are only a summary, other duties may be assigned as necessary.
Drug Screen may be required.
We will consider qualified applicants with a criminal history pursuant to Federal, State and Local law, including the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance and the San Francisco Fair Chance Ordinance. You do not need to disclose your criminal history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if Talascend is concerned about conviction that is directly related to the job, you will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report. Applicants with criminal histories are encouraged to apply. To find out more visit California Fair Chance Act.
Pay range is not a guarantee of compensation or salary, as final offer amount may vary based on factors including but not limited to experience and geographic location. Talascend also offers a variety of benefits including: health and disability insurance, 401(k), EAP, paid time off, and company-paid holidays. The specific programs and options available to an employee may vary depending on date of hire, plan requirements, schedule type, and client work site mandates.
Talascend is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.