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Customer Experience Specialist

2 months ago

Warren, Michigan, United States TEKsystems Full time
Job Title: Customer Experience Specialist

ROLE/TEAM OVERVIEW:

As a Customer Experience Specialist, you will play a critical role in delivering exceptional customer service to EV owners and prospective EV owners. This position requires utilizing exceptional customer service, marketing, and sales techniques to support customers and build lasting relationships between the customer and their brands.

KEY RESPONSIBILITIES / ACCOUNTABILITIES:

  • Serve as a product expert for the Bolt EV, Bolt EUV, and additional EVs in the future
  • Assist customers via chat, phone, and email with product, reservation, ordering, dealership, service, home-charging, 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.

Essential Skills:

  • Experience in a call center environment or customer service setting
  • Well spoken and able to demonstrate problem-solving abilities
  • Strategic agility/acumen
  • Continuously aim to improve customer satisfaction, productivity, and efficiency
  • Ability to filter/process who is on the line and think differently about their perspective and issues
  • Ability to quickly learn our EV products and use that knowledge to answer customer questions
  • Basic understanding of electric vehicles and home charging options
  • Work within company systems and personnel and use provided tools to do the job
  • Ability to transfer learnings from one call to the next - synthesize inputs from customers, distill issues, recommend solutions, ask for help/input

Work Environment:

This is a contract position with a duration of 12 months. The company will provide a laptop and equipment to do the job. If you live more than 50 minutes away, the equipment will be shipped to you. Training is 4 weeks long and all virtual, consisting of self-learning, trainer-based, and group learning/feedback on live calling situations. You must be able to work Monday-Friday between the hours of 8am-12:00am EST and Saturday and Sundays 12pm-9pm EST.

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.

Equal Opportunity Employer:

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.