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Customer Care Specialist

2 months ago

Southfield, United States Lucid Motors Full time

Leading the future in luxury electric and mobility At Lucid, we set out to introduce the most captivating, luxury electric vehicles that elevate the human experience and transcend the perceived limitations of space, performance, and intelligence. Vehicles that are intuitive, liberating, and designed for the future of mobility. We plan to lead in this new era of luxury electric by returning to the fundamentals of great design - where every decision we make is in service of the individual and environment. Because when you are no longer bound by convention, you are free to define your own experience. Come work alongside some of the most accomplished minds in the industry. Beyond providing competitive salaries, we're providing a community for innovators who want to make an immediate and significant impact. If you are driven to create a better, more sustainable future, then this is the right place for you. The primary goal of a Customer Care Specialist is to provide a world-class customer experience and resolution services to Lucid Motors vehicle owners. The Specialist will be required to quickly learn the inner workings of the departments at Lucid. This role will require the ability to identify, seamlessly resolve and coordinate with cross functional departments. The ideal candidate will exhibit a strong understanding of empathy, professional drive, and passion for customer service. The ability to develop excellent relationships with Lucid vehicle owners, as well as internal departments to effectively address customer concerns are crucial. The Role: Provide the highest level of support to customers via inbound phone calls, chats and tickets, escalating to cross-functional departments when necessary. Take ownership of customer case to full resolution, 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. Serve as product experts to educate Lucid vehicle owners and generating confidence in the operation of the Lucid products. Must be comfortable to answer vehicle equipment questions, vehicle operations, discuss concerns around mechanical and cosmetic issues. Continuously learn and improve product knowledge through Lucid trainings 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. Qualifications: Availability to work weekends and support flexible schedules to support customers at the shift times listed below: 7am - 3:30pm ET 10am - 6:30pm ET 11:30am - 8m ET 1:30pm - 10pm ET 4:30pm - 1am ET Minimum 2 years of experience in customer service or contact centers. High school Diploma or GED required 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 details, and inclination to contribute with strong critical thinking and common sense. Skilled in navigating ambiguity in a high volume, high touch atmosphere. Familiar with MS Office Suite (e.g. Outlook) and related communication tools (e.g CRM). Nice to have: Automotive industry experience or start-up experience. Fluent in multiple languages (Canadian French, Spanish or others). Compensation Range: The compensation range for this position is specific to the locations listed below and is the range Lucid reasonably and in good faith expects to pay for the position taking into account the wide variety of factors that are considered in making compensation decisions, including job-related knowledge; skillset; experience, education and training; certifications; and other relevant business and organizational factors. Additional Compensation and Benefits: Lucid offers a wide range of competitive benefits, including medical, dental, vision, life insurance, disability insurance, vacation, and 401k. The successful candidate may also be eligible to participate in Lucid's equity program and/or a discretionary annual incentive program, subject to the rules governing such programs. (Cash or equity incentive awards, if any, will depend on various factors, including, without limitation, individual and company performance.) Base Pay Range (hourly) $22-$25 USD By Submitting your application, you understand and agree that your personal data will be processed in accordance with our Candidate Privacy Notice. If you are a California resident, please refer to our California Candidate Privacy Notice. To all recruitment agencies: Lucid Motors does not accept agency resumes. Please do not forward resumes to our careers alias or other Lucid Motors employees. Lucid Motors is not responsible for any fees related to unsolicited resumes.