Customer Service Representative

Get AI-powered advice on this job and more exclusive features.Direct message the job poster from EPITECEV Concierge Advisor (Fully remote) Must be able to work weekdays / weekendsROLE/TEAM OVERVIEW:Associates in this role will be part of Customer Experience EV Concierge Call Center environment. They are required to utilize exceptional customer service, marketing, and sales techniques to support EV owners and prospective EV owners.This role will be supporting existing and prospective EV owners to deliver an exceptional customer experience while building lasting relationship between the customer, our dealers, and our brands. A typical day would include answering product questions, discussing charging options, providing assistance with product orders or reservations, setting up dealership appointments or responding to a frustrated customer while taking ownership of each situation and offering a personalized, value-driven solution.ESSENTIAL FUNCTIONS:Serve as the product experts for Chevrolet EV, Buick EV, EV, and Cadillac EV, along with additional EV related programs, charging platforms, and energy platformsBuilding value and offering sales and solutions to enhance the EV ownershipAssist customers via phone, chat/messaging, and email with product, reservation, ordering, dealership, service, ownership support, home-charging, vehicle troubleshooting, and recall-related questionsKeep records of customer interactions, recording details of inquiries, complaints, issues, comments, as well as actions takenTake complete ownership of each customer interaction and ensure that all customer questions and concerns are answered to completion through thorough case managementRefer unresolved customer grievances to designated departments for further assistanceReview and process reimbursement claims for vehicle disruptionsOffer and process goodwill for certain business cases to retain customer loyalty and provide customer satisfactionCheck to ensure that appropriate changes or solutions were made/provided to resolve customers inquiresMust be able to work Monday-Friday between the hours of 8am-12:00am EST* and Saturday and Sundays 9a-9p EST* (group has multiple shifts - shift swaps occur multiple times a year so candidates need to be able to work during any/all open hours)* Hours are subject to change. Leadership reserves the right to modify at any time.REQUIRED EXPERIENCE:1-2 years of experience in Customer Service-related profession and call center environmentComputer navigation and typing proficiency, 40 WPMStrong reading comprehension, oral and written communication skillsA positive self-starter that possesses a strong work ethic, an ability to meet/exceed deadlines, organizational skills, excellent interpersonal skills and a strong attention to detailA friendly, “I can help you” attitudeEDUCATION:KNOWLEDGE:Understanding of key principles of providing customer service, working towards complete customer satisfactionBasic understanding of electric vehicles and home charging optionsUnderstanding of structure and content of the English language including the meaning and spelling or words, rules of composition and grammarBasic computer and software/program navigationSKILLS:Strategic agility/acumenActive Listening – giving full attention to what other people are saying, taking time to understand the customer's needs, and asking appropriate questionsProactiveness – thinking of customer's needs before they askWork within systems and personnel and how to use provided tools to do the jobNavigation of multiple CRM tools to create efficiency in case managementWork as a liaison between dealerships, and third-party suppliersTime ManagementABILITIES:Continuously aim to improve customer satisfaction, productivity and efficiency by making recommendations that benefit the customer making their EV buying and ownership experience betterIdentify who is on the line (product loyalist, conquest person, etc.) and think differently about their perspective and issuesQuickly learn our EV products and use that knowledge to answer customer questions on features and specifications of the vehicleTransfer learnings from one call to the next – ability to synthesize inputs from customers, distill issues – recommend solutions – ask for help/input – etc.Learn and adapt in an ever-changing environmentSeniority level Seniority level Entry levelEmployment type Employment type ContractJob function Job function Customer Service and AdministrativeIndustries Administrative and Support Services and Telephone Call CentersReferrals increase your chances of interviewing at EPITEC by 2xInferred from the description for this job Vision insuranceMedical insuranceGet notified about new Customer Service Representative jobs in Detroit, MI .Work From Home - Online Product Support - $45 per hour Entry Level Customer Service - Work From Home Travel Experience Coordinator | Fully Remote Detroit, MI $25,000.00-$65,000.00 1 month agoGovernment Programs Customer Service Representative Rep, Customer Experience - Remote (Bilingual Mandarin, Cantonese, Korean) Outside Sales Account Manager - Fluid Process Component and Solution Sales Outside Sales Account Manager - Fluid Process Component and Solution Sales Staff Product Manager, Consumer Account Management Staff Product Manager, Consumer Account Management Public Relations Account Manager (Enterprise, Financial Services, Security) Customer Service Associate - Work From Home Field Service Representative - Power/Electrical Sales Account Manager - Automated Plating and Anodizing Systems Territory Account Manager - Automotive Fasteners We're unlocking community knowledge in a new way. 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