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Customer Care Specialist

3 months ago

Detroit MI, United States TEKsystems Careers Full time

*Description:* EV CONCIERGE ROLE/TEAM OVERVIEW: Associates 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 client and their 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 / ACCOUNTABILITIES:

  • Serve as the product experts for the Bolt EV, Bolt EUV, Hummer EV, and additional EVs in the future
  • Assist customers via chat, phone, and email with product, reservation, ordering, dealership, service, home-charging and and recall-related questions
  • Take ownership of customer interaction and ensure that all customer questions are answered
This position will be 80% phone work and 20% chat and email follow up and post case documentation. *Skills:* typing, customer service oriented, customer service, social media, marketing sales, writing skills, communication and writing skills *Top Skills Details:* typing *Additional Skills & Qualifications:* Bachelor's Degree IS NOT REQUIRED for this round. Still need Associates at minimum. MUST have call center experience. Strategic agility/acumen Continuously aim to improve customer satisfaction, productivity and efficiency by making recommendations that benefit the customer making their EV buying and owning experience better Ability to filter/process who is on the line (product loyalist, conquest person, etc.) and think differently about who they are/their perspective and issues Ability to quickly learn our EV products and use that knowledge to answer customer questions on features and specifications of the vehicle Basic understanding of electric vehicles and home charging options Work within our clients systems and personnel and how to use provided tools to do the job Ability to transfer learnings from one call to the next – ability to synthesize inputs from customers, distill issues – recommend solutions – ask for help/input – etc. REQUIRED: 1-2 years of experience in Customer Service related profession Computer navigation and typing proficiency Strong reading comprehension, oral and written communication and skills A positive self-starter that possess a strong work ethic, an ability to meet/exceed deadlines, organizational skills, excellent interpersonal skills and a strong attention to detail *Experience Level:* Expert Level About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.