Customer Service Representative I

The Role

We are looking for a Customer Service Representative (CSR) to support customers and contractors throughout the EV charging installation journey.

This role serves as the primary point of contact for project status inquiries, installation concerns, scheduling questions, permit updates, pricing-related inquiries, and customer support requests.

The ideal candidate is customer-focused, resourceful, and confident in handling both phone and email interactions.

Successful CSRs demonstrate strong communication skills, sound judgment, ownership, and the ability to navigate multiple systems while delivering an exceptional customer experience.

Customer Support & Project Management


* Handle inbound customer and contractor inquiries via phone, email, and chat systems.


* Manage customer interactions related to EV charging installation projects across various program types.


* Provide project updates regarding installer assignment, quote review, permit status, appointments, installation progress, inspections, and post-install support.


* Research customer inquiries using HubSpot, Core, Five9, Reports, and other internal tools.


* Explain processes, timelines, and next steps clearly and professionally.

Customer Experience & Communication


* Deliver exceptional customer service through active listening, empathy, professionalism, and ownership.


* Manage customer concerns related to project delays, installer communication, pricing questions, and scheduling issues.


* Set realistic expectations and provide clear action plans.


* De-escalate frustrated customers through effective communication and problem-solving techniques.


* Build trust and confidence by maintaining a calm, solution-oriented approach.

Escalation & Decision Making


* Resolve inquiries independently whenever possible.


* Determine when escalation is necessary based on established guidelines and business processes.


* Collaborate with Concierge, Program Owners, L2 Support, Billing, Service Delivery, and other internal teams.


* Prepare clear and complete escalation documentation to support efficient resolution.

Email Support


* Draft professional customer communications regarding project status updates, installer concerns, quote follow-ups, and process-related inquiries.


* Maintain Schneider Electric and Qmerit communication standards in all written interactions.


* Provide accurate, action-oriented updates with clear next steps.

What Skills Will Make You Successful?

Required Qualifications


* Minimum 2 years of customer service, customer support, call center, or customer success experience.


* Strong verbal and written English communication skills.


* Experience handling high-volume inbound customer interactions.


* Ability to navigate multiple systems while speaking with customers.


* Strong problem-solving and critical-thinking skills.


* Excellent organizational and documentation ski...