Electric Vehicle Customer Experience Specialist

Electric Vehicle Customer Experience Specialist (04D1W) Location: US-MI-Dearborn As an Electric Vehicle Customer Experience Specialist (CXS) in Allen Park, MI, you’ll be part of creating and delivering amazing customer experiences. In this role you will build relationships with customers and prospective buyers, earn and retain their loyalty by understanding their needs, listening carefully, providing knowledge and resources, and resolving issues in a timely manner. You will be empowered to make decisions using customer satisfaction tools to resolve concerns and ensure loyalty. What You’ll Be Doing The Electric Vehicle Customer Experience Specialist (CXS) will serve as the single point of contact for customers addressing sales, product knowledge, service issues, dealer information and obtaining resolutions. Customer interaction will be accomplished through inbound/outbound phone, email, and other correspondence. During a Typical Day, You’ll Provide an exceptional customer experience focused on building a relationship of trust and enthusiasm while guiding the customer from website to pre‑buy experience. Demonstrate vehicle knowledge and availability. Inform customers about local promotions for the brand. Assist with vehicle specifications. Help customers and dealers connect. Educate customers on products and services. Act as a resource of all product knowledge and service support. Shoot schedule activities for special events. Listen actively to the customer while controlling the interaction to lead the customer professionally and efficiently. Act as a liaison between customer, service support, and dealership by following up to ensure satisfaction. Handle inbound calls regarding sales and service with courtesy and professionalism. Respond to emails and chats in a timely manner. Show strong follow‑up and organizational skills in verbal and written communication. Resolve customer issues using all available resources, including dealers, service personnel, subject matter experts, leadership, and field service engineers. Return all email and voicemail messages promptly and follow up with customers and dealers as committed. Document customer inquiries and concerns. Use applicable customer satisfaction tools to resolve issues (financial assistance, service plans, payments, and maintenance plans). Participate in business‑related marketing and sales projects. Meet specified goals set by management. Provide feedback to management to improve department performance. Work as a team player and assist other team members when needed. Perform other duties as assigned. Case Management Practical time‑management skills are critical for handling cases from initial concern to resolution. Specialists will be trained on processes that include understanding local laws. Specialists must handle cases within the client’s established timeline. Successful agents utilize resources including on‑site knowledge base, dealerships, local resources, part & tech subject‑matter experts for case progression. Keeping promises and following up with customers on updates and timelines is essential for customer satisfaction. What You Bring to the Role Education High School Diploma required; Associate or Bachelor’s degree preferred. Experience At least 2 years of experience in a customer relations contact center, hospitality industry, or PR/sales field. Experience in a luxury field (hospitality or brand product) is a plus. Knowledge of the automotive industry is a plus. Skills High level of trust and integrity. Strong verbal and written communication skills. Detailed listening skills. Strong customer service, interpersonal, and relationship‑building skills. Time‑management and ability to prioritize projects and customer needs. Conflict resolution skills. Good service and business judgment with the end goal of customer satisfaction. Excellent English language, oral and written, with grammatical knowledge and etiquette. Ability to sway the opinion of others through verbal and/or written correspondence. Ability to blend personality with a professional demeanor to provide comfortable conversation. Use of technology for product resourcing to resolve customer issues. Knowledgeable in MS Office, email, texting, and chat. Ability to work through multiple computer screens. Ability to work calmly under pressure. Displays professionalism in demeanor, language, and appearance. What You Can Expect Pay rate of $20.00 per hour. Health, dental, vision, and life insurance. Flexible Spending Account (FSA) and Health Savings Account (HSA). 401(k) with company match. Vacation/sick time and paid holidays. Employee Assistance Program. Training and development programs (Percepta College). A Bit More About Your Role Hours of Operation: Monday – Sunday 7:00 am – 11:30 pm EST (40 hrs per week) (24/7 Hours) Hybrid: 3 days work from home and 2 days onsite; 100% onsite during training. Percepta is proud to be an equal‑opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. We are committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. #J-18808-Ljbffr Percepta LLC