Job Description

Location: Fully remote - Must be able to work weekdays / weekends

ROLE/TEAM OVERVIEW:

Associates in this role will be part of Customer Experience EV Concierge Call Center environment. They are required to utilize exceptional customer service, marketing, and sales techniques to support General Motors’ EV owners and prospective EV owners.

This role will be supporting existing and prospective EV owners to deliver an exceptional customer experience while building lasting relationship between the customer, General Motors, our dealers, and our brands. A typical day would include answering product questions, discussing charging options, providing assistance with product orders or reservations, setting up dealership appointments or responding to a frustrated customer while taking ownership of each situation and offering a personalized, value-driven solution.

ESSENTIAL FUNCTIONS:

• Serve as the product experts for Chevrolet EV, Buick EV, EV, and Cadillac EV, along with additional EV related programs, charging platforms, and energy platforms
• Building value and offering 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 inquires
• Must be able to work Monday-Friday between the hours of 8am-12:00am EST* and Saturday and Sundays 9a-9p EST* (group has multiple shifts - shift swaps occur multiple times a year so candidates need to be able to work during any/all open hours)

* Hours are subject to change. Leadership reserves the right to modify at any time.

REQUIRED EXPERIENCE:

• 1-2 years of experience in Customer Service-related profession and call center environment
• Computer navigation and typing proficiency, 40 WPM
• Strong reading comprehension, oral and written communication skills
• A positive self-starter that possesses a strong work ethic, an ability to meet/exceed deadlines, organizational skills, excellent interpersonal skills and a strong attention to detail
• A friendly, “I can help you” attitude

EDUCATION:

College degree preferred

KNOWLEDGE:

• Understanding of key principles of providing customer service, working towards complete customer satisfaction
• Basic understanding of electric vehicles and home charging options
• Understanding of structure and content of the English language including the meaning and spelling or words, rules of composition and grammar
• Basic computer and software/program navigation

SKILLS:

• Strategic agility/acumen
• Active Listening – giving full attention to what other people are saying, taking time to understand the customer’s needs, and asking appropriate questions
• Proactiveness – thinking of customer’s needs before they ask
• Work within systems and personnel and how to use provided tools to do the job
• Navigation of multiple CRM tools to create efficiency in case management
• Work as a liaison between General Motors, dealerships, and third-party suppliers
• Time Management

ABILITIES:

• Continuously aim to improve customer satisfaction, productivity and efficiency by making recommendations that benefit the customer making their EV buying and ownership experience better
• Identify who is on the line (product loyalist, conquest person, etc.) and think differently about their perspective and issues
• Quickly learn our EV products and use that knowledge to answer customer questions on features and specifications of the vehicle
• Transfer learnings from one call to the next – ability to synthesize inputs from customers, distill issues – recommend solutions – ask for help/input – etc.
• Learn and adapt in an ever-changing environment

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