AddEnergie Hiring for Customer Onboarding Specialist at Montréal, QC Full Time

Under the responsibility of the Customer Experience Director, AddEnergie/FLO is seeking two Customer Onboarding Specialists who will be assets for the growing Customer Experience team through this position. The Customer Onboarding role is an important customer-facing one where the successful candidates will take ownership of ensuring the owners or the managers of new charging stations are supported during their entire journey. This may include involvement with the sales teams pre or post-sale, ensuring the station owners are educated on the process and activation requirements along with assisting them with pre and post-deployment customer service requirements. In short, the Customer Onboarding Specialist will develop solid relationships with the owners to assist them with all their questions related to the charging stations and the backend system. The Customer Onboarding Specialist will interact mostly with external customers who have recently deployed or will deploy new stations while simultaneously working with other Customer Experience employees to coordinate the tasks and priorities. The candidate will also be called upon to interact and collaborate with other departments such as Sales, Field Application Engineering, R&D Software, R&D Hardware, Product Line Management and many others.
The main objective of the candidate will be to concentrate on ensuring that he or she is always providing the best possible onboarding services to ensure that AddEnergie/FLO remains a leader in customer satisfaction and NPS. The candidate must be fluent in written English and French, and have the ability to work well with others while remaining focused on exceptional customer service.
Note: this position is Monday through Friday. However, flexibility with hours will be required as the team must cover East to West business hours.
BY JOINING OUR TEAM, YOU WILL:

• Act as an excellent brand ambassador;
• Work proactively with owners or administrators of charging stations by guiding them through the critical phase of onboarding of EV charging stations on the network;
• Document all steps, issues and important information of onboarding in the ticketing system;
• Configure the charging station network management software in accordance with the owners’ requirements;
• Perform top-level diagnostics and resolve incidents during Onboarding while working in collaboration with other internal teams for quick resolution;
• Escalate unresolved Customer Onboarding issues or complaints according to the processes;
• Study and develop strategies for solving Onboarding issues;
• Identify and partake in improvements to the Onboarding process;
• Collaborate with the sales team at the end of the sales process and be responsible for the transition to Onboarding;
• Obtain a thorough understanding of our products and services;
• Assist with key stakeholders and teams to stay informed about new products, services and procedures;
• Participate in remote meetings with owners or administrators of charging stations, including providing training on the customer portal;
• Work in collaboration with the Quality of Customer Service Specialist for continued personal and professional improvements;
• Work with other departmental members or company stakeholders for any task related to customer onboarding;
• Prioritize charging station owner customer satisfaction by providing an exceptional professional service end-to-end; and
• Participate in other related tasks to this position.

About You:

• Post-secondary diploma in any pertinent field. A university diploma will be considered as an asset;
• Five (5) years or more of experience in a similar position;
• Bilingual: English and French (written and spoken);
• Proficiency with the Microsoft Office Suite programs and at ease with a highly computerized work environment;
• Works well with others no matter what the stress level or the challenge;
• Productive self-starter while being a team player;
• Extremely customer-driven.

Assets:

• Knowledge of Salesforce or another CRM with service ticketing;
• Knowledge of network management software or other backend systems;
• Be the happy driver of an electric vehicle!

About Us
AddEnergie is a leading North American charging network operator for electric vehicles and a major provider of smart charging software and equipment. Every month, AddEnergie charging stations and its FLO network enable approximately half a million charging events and the transfer of 5.5 GWh in electricity, thanks to 30,000 high-quality stations deployed on public networks, commercial and residential installations. AddEnergie’s headquarters and network operations center are based in Quebec City, and its assembly plant is located in Shawinigan (Quebec). The company also has regional offices in Montreal (Quebec), Mississauga (Ontario), Vancouver (British Columbia) and Rochester (New York).
For more information, visit addenergie.com and flo.com.
What We Offer

• Diverse and stimulating projects
• Flexible hours
• Full group insurance coverage
• Charging days in addition to vacation time!

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Job Type: Full-time