Supervisor, Owner Support

ChargePoint

Scottsdale, AZ, US
  • Job Type: Full-Time
  • Function: Operations
  • Post Date: 01/20/2021
  • Website: chargepoint.com
  • Company Address: 254 E. Hacienda, Campbell, CA, 95008-6901

About ChargePoint

ChargePoint brings electric vehicle (EV) charging to more people and places than ever before.

ChargePoint operates the world’s largest and most open EV charging network. We also design, build, and support the technology that powers it. As our network grows, it makes driving an EV accessible to more and more people. Our mission is to get everyone behind the wheel of an EV and provide a place for them to charge wherever they go.

How are we making it happen? First, we’re transforming the transportation industry by providing the charging stations, mobile app, and the network that allow people to charge their cars everywhere they go. Second, we’re transforming the energy industry by developing intelligent energy management solutions to help people and businesses shift away from fossil fuels. And, finally, we’re making it easier for drivers to adopt EVs by connecting them to automakers, businesses, and each other, as well as educating the driving public.

Every day we add more drivers and businesses to our network, and driving an EV makes even more sense. And that’s what ChargePoint is all about: driving a better way.

Job Description

With electric vehicles (EVs) expected to be nearly 30% of new vehicle sales by 2025 and more than 50% by 2040, electric mobility is becoming a reality. ChargePoint is at the center of this revolution, powering one of the world’s leading EV charging networks and a comprehensive set of hardware, software and mobile solutions for nearly every charging need. We bring together drivers, businesses, automakers, policymakers, utilities and other stakeholders to make e-mobility a global reality.

Since our founding in 2007, ChargePoint has focused solely on EV charging and established a business model that's been validated by more than a decade in business and thousands of customers. As we near a public listing milestone that will broaden our market leadership and build on years of innovation, ChargePoint offers a once-in-a-lifetime chance to build our all-electric future and dominate a trillion-dollar market.

Join the team that is building the EV charging industry and make your mark on how people and goods will get everywhere they need to go, in any context, for generations to come.

Reports To

Manager, Owner and Partner Support

What You Will Be Doing

In an in-bound contact center environment, the Owner Support Supervisor will be responsible for a team of Technical Support Engineers, providing administrative and technical support to private Station Owners and Installers.  This role will supervise the day-to-day operations, monitor customer interactions, provide continued operational training and coaching, and ensure productivity of the TSE’s in support of KPI objectives.  This position handles and is expected to protect all internal confidential information and must utilize discretion and judgment based on company policies and procedures.

    Responsible for customer service objectives by training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations, monitoring, appraising, and reviewing job contributions, enforcing policies and procedures
    Responsible for reviewing performance scorecards for TSE’s to gauge effectiveness of customer service outputs; provide ongoing employee development via bi-monthly one on ones, in support of metric objectives (e.g. CSAT, Quality, Written and Verbal Communications etc.)
    First point of contact for handling complex and escalated internal/external customer complaints and/or issues
    Provide ongoing operational training and coaching to TSE’s including performance improvement plans
    Communicates process enhancements and new program elements to TSE’s
    Provide backup support and coverage for TSE’s as needed or as directed
    Have a working knowledge of processes, tools and technology the Support Engineers utilize daily
    Conduct leadership level reviews to address performance trends and identify potential systemic anomalies impacting inbound volumes or the customer experience
    Work with leadership to ensure consistent customer service within established guidelines

What You Will Bring to ChargePoint

    Knowledge of standard contact center management practices in a multi-line of business environment
    Proficient understanding of the interaction between contact metrics (AHT, Time to Resolution, Hours to First Response, Arrival) and agent metrics (Staffing numbers, QAI, Utilization) as they relate to SLA management
    Self-starter with effective interpersonal, organizational, leadership, and communication skills
    Able to manage multiple tasks and priorities, and work within short timelines
    Proficient knowledge of normal office software (Word, Excel, PowerPoint, Outlook)
    Excellent verbal and written communication skills

Competencies

    Exemplary attendance and punctuality
    Strong communication skills – ability to communicate timely (written & verbal), effectively and clearly with various audiences (e.g. Management, Peers, and Business Partners) is required
    Must be capable of working in a fast-paced dynamic environment with the ability to learn and adapt quickly
    Customer focused, good problem-solving skills and the ability to work collaboratively or independently with strong follow-up and multitasking skills are required
    Ability to multitask and prioritize projects to meet deadlines
    Excellent verbal and written communication skills
    Strong interpersonal/communication skills
    Must be able to sit for long periods of time
    Position requires use of headset/microphone

Work Experience

    2+ years’ experience in a contact center environment with increasing responsibilities including supervisory experience
    Demonstrated skills in leadership, problem-solving, planning, and contact center KPI performance

Education

    Bachelor’s degree in a business or technology related field or equivalent combination of education and experience.

We are committed to an inclusive and diverse team. ChargePoint is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status.

If there is a match between your experiences/skills and the Company needs, we will contact you directly.

ChargePoint is an equal opportunity employer.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.