Job Description

Job Title: CALL CENTER / CONCIERGE ADVISOR

Location: MICHIGAN, LOCAL APPLICANTS PREFERRED

Job Type: REMOTE, CONTRACT

Industry: AUTOMOTIVE

Join Our Team as an EV Concierge Advisor (Remote Position)

Are you passionate about electric vehicles and providing exceptional customer service? We are looking for enthusiastic individuals to join our team as EV Concierge Advisors. In this remote role, you will support both current and prospective EV owners.

Role Overview: As an EV Concierge Advisor, you will utilize your customer service, marketing, and sales skills to deliver an outstanding experience for EV customers. Your responsibilities will include answering product questions, discussing charging options, assisting with product orders or reservations, setting up dealership appointments, and addressing customer concerns with personalized solutions.

Key Responsibilities:

• Serve as a product expert for various EV brands and related programs and charging platforms.
• Enhance the EV ownership experience by offering sales and solutions.
• Assist customers via phone, chat, and email with inquiries related to products, reservations, orders, dealership services, ownership support, home charging, vehicle troubleshooting, and recalls.
• Maintain detailed records of customer interactions, including inquiries, complaints, issues, comments, and actions taken.
• Take full ownership of each customer interaction, ensuring all questions and concerns are thoroughly addressed.
• Refer unresolved customer grievances to the appropriate departments for further assistance.
• Review and process reimbursement claims for vehicle disruptions.
• Offer and process goodwill gestures for certain business cases to retain customer loyalty and satisfaction.
• Ensure appropriate changes or solutions are provided to resolve customer inquiries.

Required Experience:

• 1-2 years of experience primarily in a call center environment as well as a customer service-related profession.
• Proficiency in computer navigation and typing (40 WPM). Typing test required. Bonus if you complete and send over the results ahead of time! CLICK HERE
• Strong reading comprehension, oral, and written communication skills.
• A positive, self-starting attitude with a strong work ethic, organizational skills, excellent interpersonal skills, and attention to detail.
• A friendly, "I can help you" attitude.
• Completion of customer service questionnaire.

Preferred Education:

• College degree preferred.

Knowledge and Skills:

• Understanding of key customer service principles and a commitment to complete customer satisfaction.
• Basic understanding of electric vehicles and home charging options.
• Proficiency in the English language, including grammar and composition.
• Basic computer and software navigation skills.
• Strategic agility and acumen.
• Active listening skills, with the ability to fully understand customer needs and ask appropriate questions.
• Proactive approach to anticipating customer needs.
• Familiarity with systems and tools for efficient case management.
• Ability to work as a liaison between dealerships and third-party suppliers.
• Strong time management skills.

Abilities:

• Continuously strive to improve customer satisfaction, productivity, and efficiency by making recommendations that enhance the EV buying and ownership experience.
• Identify customer types (product loyalists, new customers, etc.) and tailor responses to their perspectives and issues.
• Quickly learn and apply knowledge of EV products to answer customer questions about vehicle features and specifications.
• Transfer learnings from one call to the next, synthesize customer inputs, distill issues, recommend solutions, and seek input when needed.
• Adapt and thrive in an ever-changing environment.

If you are excited about electric vehicles and have a passion for helping customers, we would love to hear from you. Apply now to join our team and be part of the future of transportation!

I hope this meets your needs! If you have any further adjustments or specific requirements, please let me know.

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