Assistant Manager

3 weeks ago


Southfield, United States Lucid Motors Full time $70,000 - $80,000
We are looking to hire an Assistant Manager for our Customer Care team, to come work alongside an amazing team with excellence in customer care.

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

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