EV Concierge Advisor

Company introduction We are a customer experience delivery team partnering with leading organizations to build exceptional service environments. Role summary / purpose Associates in this role will be part of a Customer Experience EV Concierge Call Center environment. You will utilize exceptional customer service, marketing, and sales techniques to support EV owners and prospective EV owners. This role involves supporting existing and prospective customers to deliver an exceptional customer experience while building lasting relationships between the customer, our partners, dealers, and 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. Key responsibilities • Serve as product experts for EV programs, charging platforms, and energy platforms • Build value and offer sales and solutions to enhance the EV ownership experience • Assist customers via phone, chat/messaging, and email with product, reservation, ordering, dealership, service, ownership support, home-charging, vehicle troubleshooting, and recall-related questions • Keep records of customer interactions, recording details of inquiries, complaints, issues, comments, and actions taken • Take complete ownership of each customer interaction and ensure all customer questions and concerns are answered to completion through thorough case management • Refer unresolved customer 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 customer satisfaction • Check to ensure that appropriate changes or solutions were made or provided to resolve customer inquiries Requirements – education & experience • 1-2 years of experience in a customer service-related profession with high call volume call center environment • Computer navigation and typing proficiency, 40 WPM minimum • Experience navigating multiple systems/CRMs at the same time • Ability to handle difficult or frustrated customers professionally • Strong reading comprehension, oral and written communication skills • A positive self-starter that possesses a strong work ethic, ability to meet/exceed deadlines, organizational skills, excellent interpersonal skills, and strong attention to detail • A friendly, "I can help you" attitude Required skills • Strategic agility and acumen • Active listening – giving full attention to what other people are saying, taking time to understand customer needs, and asking appropriate questions • Proactiveness – thinking of customer needs before they ask • Navigation of multiple CRM tools to create efficiency in case management • Time management • Ability to work as a liaison between partners, dealerships, and third-party suppliers • Ability to continuously improve customer satisfaction, productivity, and efficiency by making recommendations that benefit the customer • Ability to identify customer types and think differently about their perspectives and issues • Ability to quickly learn products and use that knowledge to answer customer questions on features and specifications • Ability to transfer learnings from one interaction to the next and synth…