Customer Service Rep - EV Concierge

Job Title: Customer Service Representative - EV Concierge

Location: Warren, Michigan 

Job Type: W2 Contract

Expected hours per week: 40 hours 

Schedule: Remote 

Pay Range: $18 an hour 

Job Description:
The EV Concierge Advisor supports current and prospective electric vehicle customers in a fast-paced, high-volume call center environment, providing assistance through phone, chat, and email. This role focuses on delivering an exceptional customer experience by answering product and charging questions, resolving concerns, managing customer cases, and providing personalized solutions throughout the EV buying and ownership experience.

Key Responsibilities:

• Provide high-volume customer support via phone, chat/messaging, and email.
• Serve as a knowledgeable resource for EV products, charging options, features, programs, and ownership support.
• Assist customers with product questions, reservations, orders, dealership appointments, service needs, vehicle troubleshooting, and recall-related inquiries.
• Take ownership of customer interactions from initial inquiry through resolution using effective case management.
• Navigate multiple CRM systems and internal tools to document interactions, complaints, issues, and actions taken.
• De-escalate frustrated or dissatisfied customers while providing personalized, solution-oriented support.
• Identify customer needs and recommend appropriate products, services, or solutions that enhance the EV ownership experience.
• Coordinate with dealerships, internal teams, and third-party suppliers to resolve customer concerns.
• Escalate unresolved issues to the appropriate departments and follow up to ensure resolution.
• Review and process eligible reimbursement claims and customer goodwill requests.
• Maintain strong productivity, attendance, schedule adherence, and customer service standards.
• Quickly learn and apply new EV product information, processes, and procedures in a changing environment.
• Maintain flexibility to work assigned shifts within operating hours, including evenings and weekends.

Benefits: Medical, Dental, Vision, PTO & 401K

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