Customer Support Specialist

About the role

Come be an extension of the FirstElement Fuel team and be a part of impacting the world in positive ways! FirstElement Fuel, along with its True Zero brand, is the leader in the deployment of retail hydrogen refueling stations. Established in 2013, we provide safe, reliable retail fuel to customers of fuel cell electric vehicles. The True Zero retail hydrogen network is the largest in the world today and is critical to California’s global energy transformation. Our mission is to foster the widespread adoption of hydrogen vehicles and reduce the impact of driving on our planet.

Responsibilities

• Serve as the first point of contact for hydrogen fueling customers, providing professional, timely, and exceptional customer support through phone, email, and other communication channels.
• Respond promptly to missed calls, abandoned calls, and voicemails to ensure timely follow-up and a positive customer experience.
• Troubleshoot customer and station issues, providing resolutions whenever possible and escalating complex technical issues to the appropriate Operations Technician or Manager.
• Monitor station alarms and alerts, investigate issues, and remotely reset station systems when appropriate and safe to do so.
• Verify technician activity before performing any remote station resets to ensure personnel safety.
• Collaborate closely with the Operations team to maximize station uptime and ensure a positive customer experience.
• Report recurring alarms, equipment concerns, and operational issues to the Manager on Duty.
• Communicate regularly with Operations and Customer Support team members to identify recurring issues, share solutions, and improve support processes.
• Maintain and update operational communications through the designated communications platform, including station status, technician progress, and service updates.
• Reset station Point-of-Sale (POS) systems and assist with other remote troubleshooting activities as needed.
• Maintain and update accurate Station Operations Status System (SOSS) updates by posting, modifying, and removing station notes with appropriate approvals.
• Process customer refund requests by collecting and documenting all required information.
• Accurately document customer interactions and complete call dispositions for every customer contact.
• Assist with creating and maintaining user documentation, operating procedures, and customer support resources.
• As experience grows, provide guidance and training to new team members on systems, processes, and customer support best practices.
• Perform other duties and special projects as assigned.

Requirements

• Minimum of 2+ years of customer service experience, preferred.
• Knowledge of the automotive, fuel cell, or fueling industry, a plus.
• Thorough understanding of computer software and hardware, including desktop computers, laptops, network devices, and peripherals.
• Willingness to meet the needs or requests of the customer.
• Willingness to have telephone conversations monitored for quality assurance.
• Ability to carry out the company culture and mission as we respond to the needs of our customers.
• Excellent verbal and written communication skills.
• Excellent interpersonal and phone skills.
• Proficient in Microsoft Office Suite or related software.
• Bilingual (English/Spanish) a plus.

Schedule

Full-Time, Non-Exempt Hourly Position with a split shift, 4 days per week (10 hours each day).

Benefits

• Full premium coverage for Medical, Dental, and Vision.
• 401(k) Plan with 6% company match.
• Personal Time Off (PTO).