Service Account Specialist

The Opportunity

InCharge Energy is seeking a highly motivated Service Account Specialist to be a point of contact for strategic customers for all post sales activities. You will report directly to the Service Account Manager and will be responsible for monitoring and reporting on charger status and uptime, escalating outstanding issues, ensuring service cases are getting addressed and dispatched in a timely manner, and establishing strong relationships with our key customers. You must be able to work cross functionally across the organization and have exceptional interpersonal and communication skills.

What You Will Do

• Monitor and report on Service Agreements to ensure all service commitments are met within specified guidelines
• Escalate SLA cases to Service Account Manager team if the case is nearing milestone timeframes to avoid missed SLA’s
• Attend regular service meetings with clients to provide updates on open cases, address reported issues, and gather feedback
• Ensure service contracts are booked properly and that invoicing is completed when required
• Generate weekly and quarterly status reports to clients and leadership team on KPI standings
• Work with service team and subcontractors to schedule dispatches for service clients for repairs and campaigns
• Support proposal generation for repair work outside of warranty
• Work alongside the Service Account Manager for dashboard reporting, billing, and case management tracking
• Support on booking, managing, and closing out service opportunities

Your Experience and Capabilities

• 2+ years of experience in a similar client-facing service role
• Experience with Salesforce or similar CRM
• Detail-oriented, good follow-through, able to multitask, and work well under tight deadlines in a fast-paced environment
• Outstanding written and verbal skills, with the ability to present to our client’s senior management team, maintain client correspondence and internal documentation
• Strong problem-solving, analytical, and critical thinking skills
• Ability to conceptualize, analyze, and prioritize complex business scenarios
• Passionate about electric transportation and clean energy