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eTeam

Customer Service Guide

eTeam, Gaithersburg

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Job: Customer Service Guide
Duration: 1+ Month
Job Description:
Responsibilities:
  • You will partner with and support a group of customers through their entire customer journey with beginning with the vehicle selection and extending through ownership.
  • You will be their primary point of contact for all things
  • Provide exceptional quality of service during every interaction with our customers, paying close attention to sentiment.
  • Build rapport and learn how to support each individual owner, meeting them where they are in their EV ownership journey.
  • Track and follow up on any tasks that need to be completed on behalf of assigned customers to provide an exceptional purchase and ownership experience.
  • Collaborate with our Vehicle Delivery, Retail, Charging, and Service partner teams.
  • Soak up all of the information you can about *** in order to bring the brand to life with our community.
  • Share trends and areas of opportunity to improve the customer experience.
  • Listen and understand the needs of each owner so that you can deliver a tailored brand experience.
  • We are introducing products that challenge what people believe to be possible. This requires us to break down complex ideas into something easy to understand and fun to read.
  • Participate in virtual and in-person tours as assigned.
  • Think strategically and interpret analytics and track progress using reporting and dashboards.
  • Leverage CRM tools to augment and improve the owner experience.
  • Travel may be required for training purposes.
  • Additional tasks as assigned.
Qualifications:
  • Bilingual in French and English is preferred but not required.
  • 5 years' experience in high volume customer service role preferred.
  • 3 years' experience in account management or dedicated customer relationship management/sales role preferred.
  • 1-year experience in a call center environment helpful.
  • EV industry experience helpful.
  • Experience using CRM (e.g., Client).
  • Exceptional organizational skills; ability to track each assigned customer's progress through transaction to delivery; prioritize workload with exceptional quality.
  • Proven ability to multi-task and navigate multiple work streams and tools.
  • Excellent written and verbal, bilingual a plus.
  • Ability to learn quickly, work in a fast-paced environment, and adapt to changing timelines.
  • Requires nights/weekends as needed; based on customer needs and urgency.
  • Ability to travel up to 10% of the time for training purposes and to support events.