EPITEC
Role/Team Overview
Associates in this role will be part of the 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.
Job Responsibilities This role will support existing and prospective EV owners to deliver an exceptional customer experience while building lasting relationships between the customer, dealers, and our brands. Typical duties include:
Serve as product experts for EVs, charging platforms, and energy platforms.
Build value and offer sales and solutions to enhance the EV ownership experience.
Assist customers via phone, chat, email with product, reservation, ordering, dealership, service, ownership support, home‑charging, vehicle troubleshooting, and recall‑related questions.
Keep records of customer interactions and actions taken.
Take ownership of each customer interaction and ensure all questions and concerns are answered through thorough case management.
Refer unresolved grievances to designated departments for further assistance.
Review and process reimbursement claims for vehicle disruptions.
Offer and process goodwill for certain business cases to retain customer loyalty and provide satisfaction.
Verify that appropriate changes or solutions were provided to resolve customer inquiries.
Work Monday‑Friday 8 a.m.–12 a.m. EST and Saturday‑Sunday 9 a.m.–9 p.m. EST (shift swaps may occur). The team has multiple shifts; candidates must be willing to work at any open hours.
Required Knowledge
Understanding of key principles of providing customer service and working towards complete customer satisfaction.
Basic knowledge of electric vehicles and home charging options.
Understanding of English language structure and grammar.
Basic computer and software navigation skills.
Required Skills
Strategic agility and acumen.
Active listening and asking appropriate questions.
Proactiveness – anticipating customer needs.
Ability to navigate multiple CRM tools for efficient case management.
Effective liaison between automotive client, dealerships, and third‑party suppliers.
Strong time management.
Abilities
Continuously aim to improve customer satisfaction, productivity, and efficiency.
Identify customer personas and consider their perspectives.
Learn our EV products rapidly and use that knowledge to answer questions.
Transfer learnings between calls to synthesize issues and recommend solutions.
Adapt in an ever‑changing environment.
Required Experience
1–2 years of experience in customer service or call‑center roles.
Typing proficiency, 40 WPM.
Strong reading comprehension and oral/written communication skills.
Self‑starter with strong work ethic, ability to meet/exceed deadlines, organizational skills, and strong attention to detail.
Friendly “I can help you” attitude.
Training will be virtual and/or on‑site at Detroit Headquarters/Warren Tech Center (candidates within 50 miles).
Education College degree preferred.
Availability Open availability 7 days a week: Monday‑Friday 8 a.m.–midnight EST; Saturday/Sunday 9 a.m.–9 p.m. EST.
Compensation Rate: $18 /hr loaded. Fully Remote.
Other Employment type: Contract. Seniority level: Entry level. Job function: Business Development. Industry: Staffing and Recruiting. Location: Rose City, MI (remote).
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Job Responsibilities This role will support existing and prospective EV owners to deliver an exceptional customer experience while building lasting relationships between the customer, dealers, and our brands. Typical duties include:
Serve as product experts for EVs, charging platforms, and energy platforms.
Build value and offer sales and solutions to enhance the EV ownership experience.
Assist customers via phone, chat, email with product, reservation, ordering, dealership, service, ownership support, home‑charging, vehicle troubleshooting, and recall‑related questions.
Keep records of customer interactions and actions taken.
Take ownership of each customer interaction and ensure all questions and concerns are answered through thorough case management.
Refer unresolved grievances to designated departments for further assistance.
Review and process reimbursement claims for vehicle disruptions.
Offer and process goodwill for certain business cases to retain customer loyalty and provide satisfaction.
Verify that appropriate changes or solutions were provided to resolve customer inquiries.
Work Monday‑Friday 8 a.m.–12 a.m. EST and Saturday‑Sunday 9 a.m.–9 p.m. EST (shift swaps may occur). The team has multiple shifts; candidates must be willing to work at any open hours.
Required Knowledge
Understanding of key principles of providing customer service and working towards complete customer satisfaction.
Basic knowledge of electric vehicles and home charging options.
Understanding of English language structure and grammar.
Basic computer and software navigation skills.
Required Skills
Strategic agility and acumen.
Active listening and asking appropriate questions.
Proactiveness – anticipating customer needs.
Ability to navigate multiple CRM tools for efficient case management.
Effective liaison between automotive client, dealerships, and third‑party suppliers.
Strong time management.
Abilities
Continuously aim to improve customer satisfaction, productivity, and efficiency.
Identify customer personas and consider their perspectives.
Learn our EV products rapidly and use that knowledge to answer questions.
Transfer learnings between calls to synthesize issues and recommend solutions.
Adapt in an ever‑changing environment.
Required Experience
1–2 years of experience in customer service or call‑center roles.
Typing proficiency, 40 WPM.
Strong reading comprehension and oral/written communication skills.
Self‑starter with strong work ethic, ability to meet/exceed deadlines, organizational skills, and strong attention to detail.
Friendly “I can help you” attitude.
Training will be virtual and/or on‑site at Detroit Headquarters/Warren Tech Center (candidates within 50 miles).
Education College degree preferred.
Availability Open availability 7 days a week: Monday‑Friday 8 a.m.–midnight EST; Saturday/Sunday 9 a.m.–9 p.m. EST.
Compensation Rate: $18 /hr loaded. Fully Remote.
Other Employment type: Contract. Seniority level: Entry level. Job function: Business Development. Industry: Staffing and Recruiting. Location: Rose City, MI (remote).
#J-18808-Ljbffr