Customer Service Representative I

About the role

We are looking for a Customer Service Representative (CSR) to support customers and contractors throughout the EV charging installation journey. This role serves as the primary point of contact for project status inquiries, installation concerns, scheduling questions, permit updates, pricing-related inquiries, and customer support requests. The ideal candidate is customer-focused, resourceful, and confident in handling both phone and email interactions. Successful CSRs demonstrate strong communication skills, sound judgment, ownership, and the ability to navigate multiple systems while delivering an exceptional customer experience. Customer Support & Project Management Handle inbound customer and contractor inquiries via phone, email, and chat systems. Manage customer interactions related to EV charging installation projects across various program types. Provide project updates regarding installer assignment, quote review, permit status, appointments, installation progress, inspections, and post-install support. Research customer inquiries using HubSpot, Core, Five9, Reports, and other internal tools. Explain processes, timelines, and next steps clearly and professionally. Customer Experience & Communication Deliver exceptional customer service through active listening, empathy, professionalism, and ownership. Manage customer concerns related to project delays, installer communication, pricing questions, and scheduling issues. Set realistic expectations and provide clear action plans. De-escalate frustrated customers through effective communication and problem-solving techniques. Build trust and confidence by maintaining a calm, solution-oriented approach. Escalation & Decision Making Resolve inquiries independently whenever possible. Determine when escalation is necessary based on established guidelines and business processes. Collaborate with Concierge, Program Owners, L2 Support, Billing, Service Delivery, and other internal teams. Prepare clear and complete escalation documentation to support efficient resolution. Email Support Draft professional customer communications regarding project status updates, installer concerns, quote follow-ups, and process-related inquiries. Maintain Schneider Electric and Qmerit communication standards in all written interactions. Provide accurate, action-oriented updates with clear next steps. What Skills Will Make You Successful? Required Qualifications Minimum 2 years of customer service, customer support, call center, or customer success experience. Strong verbal and written English communication skills. Experience handling high-volume inbound customer interactions. Ability to navigate multiple systems while speaking with customers. Strong problem-solving and critical-thinking skills. Excellent organizational and documentation skills. Ability to work independently while managing competing priorities. Key Competencies Successful CSRs demonstrate: Customer Focus Ownership & Accountability Active Listening Empathy Professional Communication Decision Making Problem Solving Adaptability Attention to Detail Collaboration Time Management Learning Agility Rewards designed for you Our Total Rewards is our way of saying: We see you and we value you. It's more than just pay and benefits-it's a meaningful investment in you. It is designed to help you perform, grow, feel safe, and elevate your potential. The package helps you care for yourself and your family, plan your future, grow your skills and career, collaborate in an inclusive workplace, and contribute to your community. At Schneider Electric, we're here for what matters most to you. Discover more at our Career Page . * Country-specific programs and initiatives may be available. Looking to make an IMPACT with your career? When you are thinking about joining a new team, culture matters. At Schneider Electric, our values and behaviors are the foundation for creating a great culture to support business success. We believe that our IMPACT values - Inclusion, Mastery, Purpose, Action, Curiosity, Teamwork - starts with us. IMPACT is also your invitation to join Schneider Electric where you can contribute to turning sustainability ambition into actions, no matter what role you play. It is a call to connect your career with the ambition of achieving a more resilient, efficient, and sustainable world. We are looking for IMPACT Makers; exceptional people who turn sustainability ambitions into actions at the intersection of automation, electrification, and digitization. We celebrate IMPACT Makers and believe everyone has the potential to be one. Become an IMPACT Maker with Schneider Electric - apply today! 40 billion global revenue +9% organic growth 150 000+ employees in 100+ countries You must submit an online application to be considered for any position with us. This position will be posted until filled. Schneider Electric aspires to be the most inclusive and caring company in the world, by providing e

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