Electric Vehicle Customer Experience Specialist

About the role

The Electric Vehicle Customer Experience Specialist (CXS) plays a crucial role in creating and delivering exceptional customer experiences. This position involves working with customers and prospective buyers to build long-term relationships, ensuring their satisfaction and loyalty.

Responsibilities

• Create and maintain relationships based on understanding customer needs, concerns, lifestyle, and preferences.
• Provide knowledge and resources to customers, and resolve issues in a timely manner.
• Makes decisions using customer satisfaction tools to resolve customer concerns and ensure customer loyalty.
• Handles inbound customer calls regarding sales and service in a helpful, courteous, and professional manner.
• Handles emails and chats, exhibiting strong follow-up and organizational skills.
• Resolves customer issues using available resources, including dealers and subject matter experts.
• Participates in business-related marketing and sales projects.
• Provides feedback to management for continuous improvement.
• Works as a team player, assisting other team members when needed.

Requirements

• High School Diploma required; Associate or Bachelor’s degree preferred.
• 2 years of experience in a Customer Relations Contact Center, hospitality industry, or PR/Sales field.
• Experience in a luxury field (hospitality or brand product) is a plus.
• Knowledge of the automotive industry is a plus.

Qualifications

• High level of trust and integrity.
• Strong verbal and written communication skills.
• Detailed listening skills.
• Strong customer service, interpersonal, and relationship-building skills.
• Time management and ability to prioritize projects and customer needs.
• Conflict resolution skills.
• Excellent English language, oral and written, with grammatical knowledge and etiquette.
• Ability to sway the opinion of others through verbal and/or written correspondence.
• Professional demeanor, language, and appearance.

Skills

• Highly skilled in using technology for product resourcing to resolve customer issues.
• Knowledgeable in MS Office, Email, Texting, and Chat.
• Ability to work through multiple computer screens.
• Calm under pressure.
• Displays professionalism in demeanor, language, and appearance.

Pay, Benefits, and Schedule

• Pay rate: $20.00 per hour.
• Health/Dental/Vision/Life Insurance.
• Flexible Spending Account (FSA) and Health Savings Account (HSA).
• 401(k) with company match.
• Vacation/Sick Time and Paid Holidays.
• Tuition Reimbursement.
• Employee Assistance Program.
• Employee Discount Program.
• Training and Development Programs (Percepta College).
• Employee Rewards Program (Perci Perks).

Hours of Operation

Monday – Sunday 7:00 am – 11:30 pm EST (40 hours per week), 24/7 hours.

Hybrid: 3 days work from home and 2 days onsite.

100% Onsite during training.