Customer Service Technician - Tier I

Job Description

Job Description

Salary: $50,000 - $55,000

The Client Success Tier I Representative (Administrator) is the first point of contact for Future Energy clients and is accountable for responding to client inquiries, assisting with account- or product-related questions, and ensuring effective triage or resolution of issues. The representative will strive to resolve issues on the first contact when possible and support senior and technical team members through accurate documentation and administrative prep work. This is a developmental role designed for individuals who are eager to grow their knowledge of EV technology through structured training and hands-on experience.

Main responsibilities include:

Responsibility #1 - Client Interaction & Support

• Responds promptly and professionally to client inquiries through various communication channels (phone calls, voicemails, emails, texts, [email protected]).
• Understands Future Energy products and services and can apply that knowledge when addressing client related issues. Utilizes internal resources (scripts, knowledge base, CRM) to resolve common issues and answer frequently asked questions. Provides accurate information about products, services, and procedures.
• Strives to enhance the client experience by providing efficient, empathetic, and professional service. Achieves or exceeds first contact resolution targets for low-complexity issues.

Responsibility #2 - Administrative & Ticket Support

• Documents all client interactions and issues in the CRM to ensure that information is aligned and accurate. Maintains detailed records of troubleshooting steps and resolutions provided.
• Performs call intake tasks, including identity verification, product/service lookups, and ticket setup.
• Supports ticket follow-up tasks such as scheduling callbacks, sending reference materials, or confirming resolutions.

Responsibility #3 - Learning & Knowledge Development

• Participates in structured onboarding and ongoing training focused on EV systems, charging infrastructure, and client platform usage.
• Builds familiarity with product updates, support tools, and standard operating procedures.
• Demonstrates initiative in learning about new services and troubleshooting techniques over time.

Responsibility #4 - Team Collaboration & Continuous Improvement

• Actively contributes to team meetings and knowledge-sharing sessions.
• Supports service quality goals by following best practices for call handling, documentation, and handoffs.
• Provides feedback on system performance, client needs, or workflow improvements.

If you have at least 3 years' experience in a contact center, can demonstrate how you've supported clients in a technical capacity in the past, and enjoy problem solving, Future Energy may be the place for you!! Other requirements include:

• Minimum of an Associate's degree is preferred but not required if you have the experience.
• Experience working in the EV fast charging space is preferred, but also not required. Your technical aptitude is what's really important!
• Good follow-up skills to ensure accurate completion of client requests.

• A demonstrated ability to multi-task.
• A high degree of reliability, thoroughness and attention to detail.
• The ability to work on-site at our Troy, MI location.