About Us Highland Electric Fleets' electrification-as-a-service (EaaS) model aims to make electric school buses and other clean heavy duty vehicles attainable for every district across the US and Canada. Our turnkey solution tackles financing, vehicle procurement, infrastructure upgrade and maintenance to create a reliable and affordable fleet for our customers. We know that cleaner buses create healthier communities and it's our mission to eliminate the barriers to better student health and cleaner air - just 10 electric buses will reduce the pediatric asthma risk for 1,500 students!* We are looking for candidates that want to help support this mission… *Source: American Journal of Respiratory and Critical Care Medicine. Based on estimates for Highland customer with large fleet The Customer Support Specialist (CSS) is excited about electric vehicles and is a self-starter who is passionate about supporting Highland's customers. In this dynamic role, no two days will be the same. You will be responsible for delivering exceptional customer support by efficiently triaging issues remotely, leading initiatives to enhance both the customer experience and internal processes, and fostering strong relationships with our customers. The CSS reports to Highland's Customer Support Manager and will work collaboratively across the rapidly-growing company to develop a successful customer experience.
\n Responsibilities: Deliver industry-leading support to Highland's customers through multiple channels, including but not limited to tickets, email, and phone callsTake ownership of customer inquiries and issues by diligently troubleshooting, providing answers, and ensuring timely resolution in alignment with established metrics and KPIsAct as the central point of contact for escalated issues, coordinating responses and resources to effectively resolve critical challengesConduct regular check-ins with customers as their designated support partner to assess their experiences, identify and address potential concerns, and enhance satisfactionMonitor customer data, respond to alerts and provide proactive support by identifying and solving issues before they happenCollaborate with bus dealers, OEMs, and internal specialists to gather feedback and develop processes that effectively close issues and improve overall service quality for customersDevelop and enhance online resources to empower customers and streamline supportCreate tailored support plans for vehicle fleets of various sizes, ensuring smooth onboarding and ongoing assistanceContribute to the growth and refinement of the customer support process as our customer base expandsBuild and maintain strong relationships with local government partners (including transportation directors, depot managers, and bus drivers) to provide ongoing support, training, and best practices for vehicle maintenanceDesign and generate custom reports, analyzing customer metrics and KPIs to drive continuous improvementTravel occasionally to customer sites across the U.S. and Canada to provide hands-on support and training Qualifications: Bachelor's degree or equivalent experience in a relevant field (business, technology, engineering)3+ years of related work experience in a customer-facing role, such as Customer Support, Customer Success, Partnership Management, or Account ManagementExperience and knowledge of ticketing systems, workflows, tools and processes for customer serviceFamiliarity with solar, EV chargers, power supply, batteries, high voltage, etc.Extreme empathy and customer-centric attitudeSelf-motivated team player with the ability to multitask, prioritize assignments and work effectively; both independently and cross functionallyAbility to quickly learn and develop subject matter expertise with complex technical topicsOpen to traveling domestically up to 10% of the time and has a driver's licenseFlexibility for work schedule to accommodate west coast (PST) customersFamiliarity with public sector/municipalities and vehicle fleets preferred (not required)
\nWhat You Can Expect from Highland: · Competitive base salary and performance-based bonus program · A supportive, highly collaborative, team-oriented environment · Opportunities to make a difference, be heard, add value, and be recognized · Growth and development with a leader in this new and exciting industry · Ability to work with bright, innovative, and forward-thinking colleagues · Health, Vision, and Dental coverage for employees & their dependents · Life insurance, public transportation assistance · Generous Paid Time Off · 401(k) program and company match Highland Electric Fleets provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Highland Electric Fleets complies with applicable state and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
