Customer Operations Specialist

Customer Operations Specialist

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.

Customer Support Operations:

• 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.

Benefits and Perks:

• Health & Wellness: Medical, dental, and vision coverage, plus mental wellbeing support and wellness programs
• Financial Benefits: 401(k), Health Savings Account (HSA) and Flexible Spending Accounts (FSA) for medical and dependent care, life and disability insurance
• Work-Life Support: Uncapped paid time off, enhanced parental leave, and Employee Assistance Program (EAP)
• Care Navigation & Support: Access to Health Advocate services for help with claims, provider searches, and care decisions
• Flexible Care Options: Telehealth services for convenient, low-cost access to care
• Growth & Development: Mentorship programs and opportunities for career growth and internal mobility
• Additional Perks: Monthly Tech Stipend, one-time home office setup reimbursement, Volunteer time off, commuter benefits, and employee focused programs

Additional Information:

• Actual salary may vary depending on job-related factors, including knowledge, skills, experience, and location. In addition to a competitive base salary, we offer discretionary target cash bonuses, restricted stock units (subject to Board Approval), and a comprehensive benefits package including health, life, and disability insurance, unbounded paid time off including parental leave, and a 401(k).

About EVgo:

EVgo (Nasdaq: EVGO) is one of the nation's largest public fast charging networks for electric vehicles. Our mission is to build a sustainable business that powers our transportation and protects our planet. As a leader in clean transportation, EVgo sits at the intersection of technology, infrastructure, and innovation.

We are rapidly expanding our national footprint through strategic partnerships with retailers, automakers, rideshare and, fleets, bringing fast charging to communities across the country. EVgo enables drivers of all makes and models to charge where they want, when they want.

At EVgo, sustainability is not just what we do; it is who we are. We are committed to reducing carbon emissions, advancing clean energy solutions, and building infrastructure that supports a more sustainable future. We believe great companies are built by great people. Our culture is mission driven, customer centric, collaborative, and innovative, with a strong focus on creating an environment where employees can grow and make a lasting positive impact. Join us as we charge forward.