Technical Customer Service Coordinator - Richmond

Viridi Parente is a disruptive energy company. We deliver solutions to tomorrow?s problems, today. We develop and manufacture battery energy storage systems and technology for mobile and energy storage applications. We deliver customer-focused solutions, blending environmentally conscious products with a bottom-line mentality. Viridi is headquartered in Buffalo, NY, and is excited to be currently expanding into the Richmond, CA area. We are a fast-growing startup environment with an eye towards a sustainable future by bringing clean energy products to the market. Viridi is seeking self-motivated individuals looking to challenge themselves.

The Role:

Viridi is seeking a detail-oriented and customer-focused Technical Customer Service Coordinator to join our team. This role is responsible for maintaining accurate records, managing communication, and ensuring exceptional customer service. The Service Coordinator will work directly with customers while collaborating with the Service Manager, Service Engineers, Technicians, and other departments to deliver efficient and professional support.

The ideal candidate is an organized problem-solver with strong communication skills, technical aptitude, and a commitment to delivering outstanding customer experience. You?ll be at the center of customer support operations, ensuring issues are handled efficiently and records are maintained with accuracy.

Location:

• Richmond, CA (onsite)

Job Responsibilities:

• Handle incoming phone calls, emails, and online chats with professionalism and tact.
• Communicate with customers regarding service needs, including remote troubleshooting, parts orders, and service call requests.
• Develop a strong understanding of machine layouts to effectively support fleet troubleshooting remotely.
• Process and manage Parts Orders, Repair Orders, Tickets, documentation, and customer projects.
• Oversee Customer Returns (RMA requests), ensuring all documentation is accurate and completed during and after repairs.
• Maintain ownership of machine traveler processes: assigning travelers to all assets, keeping records current, and filing them appropriately.
• Ensure Service Repair Orders are completed accurately and in a timely manner.
• Assign and verify appropriate charges for parts, labor, and shipping, ensuring detailed service notes are included.
• Work proficiently in Odoo for service-related activities and record keeping.
• Provide guidance, training, and leadership to Service Technicians when needed.
• Prepare and deliver weekly, monthly, and quarterly reports on service and repair activity.
• Participate in a rotating on-call schedule to answer customer calls and provide troubleshooting support after hours.

Qualifications:

• High school diploma or equivalent (required).
• Minimum 1 year of experience in customer service, sales support, or a related role.
• Experience troubleshooting electrical and mechanical machinery (preferred).
• Strong multitasking ability with the capacity to support multiple customers simultaneously.
• Excellent verbal and written communication skills.
• Proficient computer skills, including MS Office (Outlook, PowerPoint, Excel, Word).
• Strong documentation and process-writing skills, with the ability to create training materials.
• Service-oriented mindset with the ability to resolve customer issues professionally.
• Self-directed, adaptable, and able to work independently or collaboratively across departments.
• Positive attitude and a ?Customer First? approach.

Working Conditions:

• Climate-controlled indoor space with open cubicles.
• Exposure to outside elements when walking to and from buildings.
• Exposure to loud noises.
• Exposure to heavy moving equipment.
• Possible prolonged exposure to blue light from computer screens.

Compensation:

• $29-$39 per hour, pending experience and qualifications
• On Call Compensation Policy eligible