About the role

Customer Experience Representative providing service and support within FLO's electric vehicle charging network. Engaging with B2B and B2C clients for satisfaction and loyalty improvement.

Responsibilities

Answer calls and emails from users, administrative contacts, and electric vehicle charging station owners, providing professional and courteous service.
Perform high-level diagnostics and resolve level 1 troubleshooting incidents within prescribed timeframes and in accordance with company quality standards.
Escalate unresolved issues or complaints following established processes to ensure effective follow-up.
Work closely with various stakeholders and internal teams to stay informed about new products, services, and procedures.
Prequalify B2B leads and assign them to the sales team to help drive organizational growth.
Participate in any tasks or projects related to improving the customer experience and collaborate with relevant stakeholders.

Postsecondary education in a relevant field.
Minimum of two years’ experience in a customer service–related role.
Excellent oral and written communication in French and English — English is required as we serve customers across North America.
Proficiency with Microsoft Office programs and comfort working in a highly computerized environment.
Ability to perform level 1 diagnostics and to navigate various technology tools effectively.
Excellent stress management and the ability to thrive in a dynamic environment.
Initiative and autonomy.
Strong teamwork and collaboration skills.
Customer-oriented approach and strong service mindset.
Ability to manage multiple requests simultaneously with rigor and professionalism.
Exceptional customer service skills.
Knowledge of Salesforce or another customer support ticketing CRM.
Familiarity with call center software and omnichannel environments.
Be an electric vehicle owner/driver.

Group RRSP: Employer contribution up to 2% — save for the future.
Welcome days: 5 days to start at FLO. Begin your first year off on the right foot.
Recharge days: 5 days of leave to take care of yourself and your family.
Summer Fridays: Afternoons off. Enjoy the sunshine.
Telemedicine: Easy access to quick care for the whole family.
Enhanced vacation: Additional time off to recognize experience.
EV perks: Home charging station provided — drive green.
Friends & Family discount: Share FLO benefits and help grow the network.
Insurance: Comprehensive coverage for peace of mind.
Culture: Humanity and close leadership — we grow together.
Parental leave: 5 days in addition to RQAP.
JEDI: Justice, Equity, Diversity, Inclusion — a program that aligns our teams.