About the Company
FirstElement Fuel is a California-based company established in 2013 to develop safe and reliable retail hydrogen refueling stations. Through its True Zero brand, the company operates the world's largest retail hydrogen refueling network, supporting the adoption of hydrogen-powered vehicles and contributing to cleaner transportation.
About the Role
FirstElement Fuel is seeking an Operations & Customer Support Representative to support customers and daily station operations. In this role, you will serve as the first point of contact for hydrogen fueling customers while monitoring station activity, troubleshooting operational issues, and coordinating with the Operations team.
The ideal candidate has strong customer service skills, technical problem-solving abilities, and an interest in using data and operational systems to improve the customer experience.
Key Responsibilities
- Provide timely, professional customer support through phone, email, and other communication channels.
- Follow up on missed calls, abandoned calls, and voicemails to ensure customer inquiries are addressed.
- Troubleshoot customer and station issues, resolving them when possible and escalating complex technical problems to the appropriate Operations Technician or Manager.
- Monitor station alarms and alerts, investigate reported issues, and remotely reset station systems when appropriate and safe.
- Verify technician activity before performing remote station resets to maintain personnel safety.
- Work closely with the Operations team to support station uptime and deliver a positive customer experience.
- Report recurring alarms, equipment concerns, and operational issues to the Manager on Duty.
- Communicate with Operations and Customer Support team members to share solutions, identify recurring issues, and improve support processes.
- Maintain operational updates through the designated communications platform, including station status, technician progress, and service information.
- Reset station Point-of-Sale (POS) systems and assist with other remote troubleshooting activities as needed.
- Update the Station Operations Status System (SOSS) by posting, modifying, and removing station notes with appropriate approvals.
- Process customer refund requests by collecting and documenting the required information.
- Document customer interactions accurately and complete call dispositions for every customer contact.
- Help create and maintain user documentation, operating procedures, and customer support resources.
- Provide guidance and training to new team members on systems, processes, and customer support practices as experience grows.
- Perform other duties and special projects as assigned.
Required Qualifications
- At least 2 years of customer service experience preferred.
- Thorough understanding of computer software and hardware, including desktop computers, laptops, network devices, and peripherals.
- Strong verbal and written communication skills.
- Excellent interpersonal and telephone communication skills.
- Proficiency in Microsoft Office Suite or related software.
- Willingness to respond to customer needs and requests.
- Ability to participate in telephone call monitoring for quality assurance.
- Ability to support and represent the company's culture and mission when assisting customers.
Preferred Qualifications
- Knowledge of the automotive, fuel cell, or fueling industry.
- Bilingual communication skills in English and Spanish.
Salary & Benefits
- Full-time, non-exempt hourly position.
- Split-shift schedule consisting of four 10-hour workdays.
- Medical, dental, and vision insurance with full premium coverage.
- 401(k) plan with a 6% company match.
- Paid Time Off (PTO).
Location: Santa Ana, California, United States (Remote)