Customer Service Representative

EPITEC is seeking a Customer Service Representative to join their Customer Experience EV Concierge Call Center. The role involves assisting customers with inquiries related to electric vehicles, providing solutions, and ensuring customer satisfaction through effective communication and case management.

Responsibilities:

• Serve as the product experts for EV (Chevrolet EV, Buick EV, GMC EV, and Cadillac EV) along with additional EV related programs, charging platforms, and energy platforms
• Build value and offer sales and solutions to enhance the EV ownership
• Assist customers via phone, chat/messaging, and email with product, reservation, ordering, dealership, service, ownership support, home-charging, vehicle troubleshooting, and recall-related questions
• Keep records of customer interactions, recording details of inquiries, complaints, issues, comments, as well as actions taken
• Take complete ownership of each customer interaction and ensure that all customer questions and concerns are answered to completion through thorough case management
• Refer unresolved customer grievances to designated departments for further assistance
• Review and process reimbursement claims for vehicle disruptions
• Offer and process goodwill for certain business cases to retain customer loyalty and provide customer satisfaction
• Check to ensure that appropriate changes or solutions were made/provided to resolve customers inquiries
• Continuously aim to improve customer satisfaction, productivity and efficiency by making recommendations that benefit the customer
• Learn and adapt in an ever-changing environment

Requirements:

• High School Diploma
• 1-2 years of experience in a Customer Service-related profession and high-volume call center environment
• Strong reading comprehension, oral and written communication skills
• Understanding of key principles of providing customer service, working towards complete customer satisfaction
• Basic understanding of electric vehicles and home charging options
• Basic computer and software/program navigation
• Soft Skills: active listening, proactiveness, time management
• Navigation of multiple CRM tools to create efficiency in case management
• College Degree