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Job Description

As a Member Success Associate II, you will focus on making sure Motor's member-facing operations work smoothly. Your primary responsibility will be responding quickly and interfacing directly with our members via text, phone, and email to ensure they receive quality service, but you will wear a lot of other hats in this early-stage startup.

You will become a subject matter expert in all things EV and charging, and will be able to serve as a first line of escalation for complex member inquiries.

Responsibilities

• Interact with members using customer management systems, helpdesk software, sms, email, and telephone
• Run Motor's help desk and respond to member inquiries by phone, email, and sms
• Conduct EV Onboarding training sessions with customers
• Support our Try Before You Buy product, including scheduling customers and billing inquiries
• Monitor and update multiple customer pipelines, ensuring that all customer inquiries are serviced within Motor's SLAs
• Be the first point of escalation during your shift for customers requiring assistance beyond the Tier I support team
• Work with our tech and overseas member support teams to automate common tasks
• Contribute to the broader Motor team as a voice for the customer, including through individual and shared quarterly systems-building objectives

Qualifications

• 1-3 years of experience in phone, email, and text based customer support or member services role
• Experience resolving customer facing product and billing inquiries
• Highly organized, detail-oriented, and able to execute on a number of customer requests simultaneously in a fast-paced environment
• Impeccable writing skills and the ability to clearly communicate information to different audiences
• Proficiency with CRM Software, Microsoft Office and Google Workspace (Drive, Docs, Sheets, etc.)
• Experience with startups, mobility services, energy, or Electric Vehicle knowledge a plus
• Bachelor degree in business administration or related field preferred

Compensation & Benefits

• $25-$28 / hour DOE
• Opportunities to expand your skill sets
• A startup atmosphere allowing for varied and rapid career development
• A fun and inclusive working environment

Location

• Hybrid In-Person Schedule based out of Arlington, VA
• Monday - Friday 8am - 5 : 00pm OT opportunities available

If you are interested in applying, please send a resume and cover letter to amanda@trymotor.com .

AES is an Equal Opportunity Employer who is committed to building strength and delivering long-term sustainability through diversity and inclusion.

Respecting all backgrounds, differences and perspectives enables us to improve the lives of our people, customers, suppliers, contractors, and the communities in which we live and work.

All qualified applicants will receive consideration for employment without regard to sex, sexual orientation, gender, gender identity and / or expression, race, national origin, ethnicity, age, religion, marital status, physical or mental disability, pregnancy, childbirth, or related medical condition, military or veteran status, or any other characteristic protected under applicable law.

Last updated : 2024-03-22