Customer Experience Representative

FLO is seeking a Customer Experience Representative who will be an asset to the growing Customer Experience team with this position. He or she will be an important brand ambassador, as Customer Experience Representatives are often the first people to interact with customers, making first impressions very important. The role will ensure a high level of service quality when responding to B2B and B2C customers in a very fast-paced and intellectually challenging environment of all aspects of electric vehicle charging stations, network management and services.

The Customer Experience Representative will interact primarily with external customers and other members of the Customer Experience team. The candidate will also be expected to interact and collaborate with other departments as Customer Experience is a centralized place where information is shared with customers.

The candidate’s goal will be to always provide the best possible services to ensure that FLO remains a leader in customer satisfaction and NPS. The candidate must be bilingual and have the ability to work well with others while remaining focused on exceptional customer service.

Note: the work schedule may include weekends and evenings. However, once set, the schedule is stable and is not subject to change except for replacement needs.

BY JOINING OUR TEAM, YOU WILL BE CALLED UPON TO

• Act as an excellent brand ambassador;
• Answer calls and emails from users, administrative contacts or owners of EV charging stations;
• Perform high-level diagnostics and resolve incidents for Level 1 troubleshooting within a specific response time and in accordance with company quality standards;
• Escalate unresolved issues or complaints according to processes;
• Work collaboratively with the Customer Service Quality Specialist for continuous personal and professional improvements;
• Obtain a thorough understanding of our products and services;
• Collaborate with various stakeholders and teams to stay informed on new products, services and procedures;
• Prequalify and assign B2B leads to the sales team;
• Conduct remote presentations to kiosk owners and their teams as appropriate;
• Attend meetings or training/development sessions with Customer Experience or others as needed;
• Prioritize user and customer satisfaction by providing exceptional professional service at all times;
• Work with all other stakeholders on any customer experience related task or project;
• Participate in other related duties of this position.

ABOUT YOU

• Post secondary education in any relevant field;
• Two (2) to five (5) or more years of experience in a similar position;
• Bilingual: English and French (written and spoken);
• Proficient in Microsoft Office programs and comfortable with a highly computerized work environment;
• Works well with others, regardless of the level of stress or challenge;
• Productive self-starter while being a team player;
• Customer service superstar.

ABOUT FLO

• FLO is headquartered in Quebec City, with regional teams located throughout the US and Canada. Our company has a vibrant culture and a commitment to ensuring employees are supported and engaged, especially through the evolution of employment in the post pandemic era.
• FLO is a successful business with strong year-on-year results including direct sales, revenue generation, and through the expansion of operations and market presence across North America. There is a positive and entrepreneurial mentality for growth, business development and a high-performance culture where we work as a team to reach ambitious goals.
• You will be backed up by experienced and knowledgeable colleagues who will support the onboarding process and engage you in your day-to-day professional development.
• Weekly townhall meetings with our CEO to share our executive team’s vision and engage employees in major developments at the company.
• FLO has a pleasant working atmosphere with respect for the individual.
• Compensation package and benefits according to industry standards.

STRENGTHS

• Knowledge of Salesforce or other CRM with customer service ticketing;
• Knowledge of call center software and environments ;
• Be the happy driver of an electric vehicle!