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Assistant Manager
3 months ago
The Role:
- Help develop and build team processes and scripts in an ongoing manner.
- Accountable for a team of Specialists, ensuring they are meeting team metrics, and providing on-the-spot guidance for questions or escalations.
- Coach team to provide the highest level of support to customers via inbound phone calls, chats, and tickets for technical inquiries, or determine if roadside assistance is needed.
- Work closely with the Customer Care Manager to strategize advancements by determining improvements to processes, metrics, training, or comprehension.
- Resolve customer cases and escalations, communicating efficiently with internal departments when needed.
- Advocate for the customer to improve Lucid services or offerings based on requests and reported bugs. Champion customer experiences and process improvements.
- Model Product Expertise to a team of specialists to educate Lucid vehicle owners, generating confidence in the operation of a Lucid vehicle. Must be comfortable answering vehicle equipment questions, and vehicle operations, and discussing concerns around mechanical or cosmetic issues.
- Capable of masterfully guiding both adept and amateur technical customers and mechanics through app and website, through a personal technical aptitude.
- Triage car condition or operational concerns during escalations of initial vehicle production
Qualifications:
- Availability to work weekends, or a flexible schedule to eventually support customers and the team at the shift times below:
- 7am – 3:30pm ET, 10am – 6:30pm ET, 11:30am – 8m ET, 1:30pm – 10pm ET, & 4:30pm – 1am ET
- Minimum 3 years of experience in customer service, or contact center experience, as well as experience building workflows, processes, and scripts.
- Positive attitude, friendly demeanor, empathetic mindset, and commitment to providing a great customer experience. Eagerness to take on new responsibilities.
- Excellent communication and comprehension skills.
- Detail-oriented and highly precise. Flexible, proactive, attention to detail, and inclination to contribute with strong critical thinking and common sense.
- Exceptional time management skills, and multitasking capabilities, rapidly but effectively able to handle multiple customer cases. Remains organized with a sense of priority, adapts to work in a high-pressure and fast-paced environment
- Understands both Mechanical and Cosmetic repair times, skills, and cost management.
- Willingness to learn new and innovative automotive technologies.
- Familiar with Outlook, and MS Office Suite.
- Verbal and written skills in English.
- Verbal and written skills in Canadian French and Arabic.
- Start-up or NPI experience is preferred but not required.
- Automotive industry experience is preferred but not required.
- Highschool Diploma or GED
Nice to Have:
- Start-up experience and related fast-paced environments
- Prior experience in the automotive sector, including Electric Vehicles