Customer Service Specialist
Wallbox, United States
Job Description
Wallbox is a global scale-up from Barcelona, born in 2015 and dedicated to changing how the world uses energy. We create smart charging systems for electric vehicles that combine cutting-edge technology with outstanding design, because design is just as essential as technology.
Wallbox operates in over 40 countries and has offices in Barcelona, Madrid, China, and the US. We are a team of dreamers, doers, and makers, working worldwide to help lead the transition to sustainable electric transportation. More than 500 dedicated experts of over 20 different nationalities work together on achieving this goal.
We are powered by a culture of trust and innovation, which is something we have to earn every day by living up to our values. This culture has shown to be rewarding in so many ways - amongst them, creating the world’s first bidirectional charger, the Quasar, and the recognition as the best of CES 2020 in transportation technology.
Working at Wallbox is at the same time challenging, fun, and rewarding. If you like the idea of a dynamic environment, have the desire to work alongside an incredibly talented, fast-growing team, and believe in the future of sustainable transportation, this is the place for you.
About the role:
Wallbox is seeking a Customer Service Specialist to join our North America Customer Service organization. We are looking for a strong communicator and natural troubleshooter who will support our customers and ensure a smooth service process. You will work closely with the North America Customer Service Manager and Customer Service team to support customers in our North American market. If you have a passion for people, are self-motivated, and can stay calm and composed in stressful customer situations, we’d love to hear from you!
You will
- Provide technical support to customers through phone and email
- Coach and educate users about products and their key features
- Accurately document all customer contacts
- Become an expert in using our Salesforce system
- Manage after-sales support processes with customers: repairs, maintenance etc.
- Escalate customer contacts appropriately as needed
- Identify blockers that require follow-up or investigation with other teams
- Know Wallbox products inside and out
- Participate in building support processes that improve and enhance both the customer and agent experience
- Help with documentation of the processes, policies, and procedures
- Assist in testing hardware and software before market launch
Requirements
- Bi-lingual a plus
- 2-3 years of Customer Service experience
- Ability to familiarise quickly with new topics
- Experience working cross-functionally with sales, operations, and marketing teams
- Experience with Customer Service ticketing software (Experience with Salesforce, Netsuite, and Confluence is a plus)
- A natural troubleshooter with a knack for technical problem solving
- Self-motivated with careful attention to detail and the ability to manage time effectively
- Strong communication skills, both verbal and written
- Ability to stay calm and composed in stressful situations
- Experience with or a passion for electric vehicles and the EV industry
- Willing to work a flexible schedule (early or evening hours potentially required)
- eCommerce experience is a plus
- Experience with or a passion for electric vehicles and the EV industry
- Eligible to work in the US
Benefits
- Comprehensive compensation and benefits package
- 401k plan with company contribution
- Flexible work schedule and PTO policy
- Be part of a young, international, and talented team working in a fast-paced and vibrant environment (we are over 500 employees worldwide)
- Be a pioneer and build our company’s presence in a new market
- Opportunity to visit our global headquarters in Spain and collaborate with your colleagues
At Wallbox, we’re committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We strive to be a more equal opportunity workplace.