Customer Service Guide

JOB DESCRIPTION

• Responsibilities: You will partner with and support a group of customers through their entire customer journey with Client, beginning with the vehicle selection and extending through ownership.
• You will be their primary point of contact for all things Client.
• Provide exceptional quality of service during every interaction with our customers, paying close attention to sentiment.
• Build rapport and learn how to support each individual owner, meeting them where they are in their EV ownership journey.
• Track and follow up on any tasks that need to be completed on behalf of assigned customers to provide an exceptional purchase and ownership experience.
• Collaborate with our Vehicle Delivery, Retail, Charging, and Service partner teams.
• Soak up all of the information you can about Client in order to bring the brand to life with our community.
• Share trends and areas of opportunity to improve the customer experience.
• Listen and understand the needs of each owner so that you can deliver a tailored brand experience.
• We are introducing products that challenge what people believe to be possible.
• This requires us to break down complex ideas into something easy to understand and fun to read.
• Participate in virtual and in-person tours as assigned, Think strategically and interpret analytics and track progress using reporting and dashboards.
• Leverage CRM tools to augment and improve the owner experience. Travel may be required for training purposes.

Additional tasks as assigned.

Qualifications :

• Fully vaccinated against the COVID-19 virus (proof required ) Bilingual in French and English is preferred but not required
• 5+ years' experience in high volume customer service role preferred
• 3+ years' experience in account management or dedicated customer relationship management/sales role preferred
• 1-year experience in a call center environment helpful EV industry experience helpful, Experience using CRM (ex., Salesforce)
• Exceptional organizational skills;
• ability to track each assigned customer's progress through transaction to delivery;
• prioritize workload with exceptional quality
• Proven ability to multi-task and navigate multiple work streams and tools
• Excellent written and verbal language skills in English, bilingual a plus
• Ability to learn quickly, work in a fast-paced environment and adapt to changing timelines
• Requires nights/weekends as needed; based on customer needs and urgency

Ability to travel up to 10% of the time for training purposes and to support events