Customer Operations Specialist

Position Summary

The Customer Operations Specialist role handles routine driver inquiries across phone, chat, and email channels, supporting EVgo's mission of delivering a reliable and convenient charging experience. This role ensures timely and accurate resolution of common account, billing, and charging session questions, and maintains organized case documentation. The role contributes directly to first-contact resolution and overall driver satisfaction with the charging network.

Responsibilities

Customer Support Operations:

• Respond to routine driver inquiries received by phone, chat, and email regarding charging sessions, account status, and billing.
• Follow established procedures to troubleshoot common charging session and app issues, escalating unresolved cases as needed.
• Accurately document case details and resolutions in the customer relationship management (CRM) system.
• Process routine driver enrollment and account update requests within established turnaround times.
• Communicate clearly with internal departments to route inquiries outside of standard scope.
• Perform other duties and special projects as assigned to support team and organizational objectives.

Qualifications

• Minimum 1+ years of related experience, or equivalent work experience or equivalent technical education or training in a related field (e.g., certification program, coursework in customer service or communications, or demonstrated on-the-job learning) accepted in lieu of a formal degree.

Desired Skills

• Associate's degree in a related field.
• Prior call center or customer service experience.
• Prior experience working a regular schedule that may include early morning, evening, weekend, or holiday hours in support of 24/7 operations.
• Familiarity with Microsoft Excel and standard office software.
• Must be available to work a regular schedule of Monday through Friday, 3:00 p.m. to 12:00 a.m. Pacific Time, with occasional weekends and holidays as business needs require.
• Occasional travel may be required for team meetings.

Benefits and Perks

• Health & Wellness: Medical, dental, and vision coverage, plus mental wellbeing support and wellness programs
• Financial Benefits: 401(k), Health Savings Account (HSA) and Flexible Spending Accounts (FSA) for medical and dependent care, life and disability insurance
• Work-Life Support: Uncapped paid time off, enhanced parental leave, and Employee Assistance Program (EAP)
• Care Navigation & Support: Access to Health Advocate services for help with claims, provider searches, and care decisions
• Flexible Care Options: Telehealth services for convenient, low-cost access to care
• Growth & Development: Mentorship programs and opportunities for career growth and internal mobility
• Additional Perks: Monthly Tech Stipend, one-time home office setup reimbursement, Volunteer time off, commuter benefits, and employee focused programs

Additional Information

• Actual salary may vary depending on job-related factors, including knowledge, skills, experience, and location. In addition to a competitive base salary, we offer discretionary target cash bonuses, restricted stock units (subject to Board Approval), and a comprehensive benefits package including health, life, and disability insurance, unbounded paid time off including parental leave, and a 401(k). 
• To find out more, or to join the EVgo network, visit www.evgo.com. Connect with EVgo on LinkedIn and follow us on X. At EVgo, we are committed to creating an equitable and inclusive workplace where everyone feels welcome. We are an equal opportunity employer providing equal employment opportunities to applicants and employees without regard to race, color, religion, age, sex, sexual orientation, gender identity/expression, national origin, protected veteran status, disability status, or any other legally protected basis, including arrest and conviction records, in accordance with applicable law. Learn more about Cultivating Connection at EVgo. EVgo is also committed to providing reasonable accommodation to individuals with disabilities. Apply today to join our team and help make a meaningful impact in the fight against climate change. By submitting this form, you acknowledge you are sharing your personal information with EVgo. By proceeding, you consent to EVgo's Privacy Policy and Privacy Notice for California Residents. Find all details regarding personal information we collect, how we use that information, how we share that information, and your rights and choices in our here.