Customer Operations Specialist

Position Summary

The Customer Operations Specialist role handles routine driver inquiries across phone, chat, and email channels, supporting EVgo's mission of delivering a reliable and convenient charging experience. This role ensures timely and accurate resolution of common account, billing, and charging session questions, and maintains organized case documentation. The role contributes directly to first-contact resolution and overall driver satisfaction with the charging network.

Responsibilities

• Respond to routine driver inquiries received by phone, chat, and email regarding charging sessions, account status, and billing.
• Follow established procedures to troubleshoot common charging session and app issues, escalating unresolved cases as needed.
• Accurately document case details and resolutions in the customer relationship management (CRM) system.
• Process routine driver enrollment and account update requests within established turnaround times.
• Communicate clearly with internal departments to route inquiries outside of standard scope.
• Perform other duties and special projects as assigned to support team and organizational objectives.

Qualifications

• Minimum 1+ years of related experience, or equivalent work experience or equivalent technical education or training in a related field (e.g., certification program, coursework in customer service or communications, or demonstrated on-the-job learning) accepted in lieu of a formal degree.
• Desired Skills: Associate's degree in a related field. Prior call center or customer service experience. Prior experience working a regular schedule that may include early morning, evening, weekend, or holiday hours in support of 24/7 operations. Familiarity with Microsoft Excel and standard office software.
• Must be available to work a regular schedule of Monday through Friday, 3:00 p.m. to 12:00 a.m. Pacific Time, with occasional weekends and holidays as business needs require. Occasional travel may be required for team meetings.