Customer Experience Specialist

Job Description

Job Description

About Ever

Ever is a direct-to-consumer dealership built entirely around used electric vehicles. We buy, recondition, and sell fully inspected EVs through an integrated, AI-native retail and reconditioning operation — making it dramatically easier for people to buy a quality electric car, online or in person. Headquartered in San Francisco with operations across California and expanding nationwide, Ever is backed by leading investors following a $100M Series A, and is scaling its footprint to bring trusted, transparent EV ownership to more customers.

The Role

The CX Resource Coordinator is the front door to Ever. As the first point of contact for every inbound customer — across phone, SMS, email, and chat — you triage each contact, answer process and pricing questions, scrub spam, and route customers quickly to the team that can actually help them: Sales, Purchasing, Finance (F&I), Title & Registration, or post-delivery support.

Customer Experience is one team that owns how it feels to contact Ever. You don't carry a revenue number and you don't advance deals — your job is to get every customer to the right person as fast as possible, and to make sure no one is left waiting in silence. You serve customers across all of Ever's markets from a single team and queue, so a customer in Los Angeles reaches the same standard of care as one in San Francisco.

Because the handoff is what makes or breaks the experience, you execute it as a written standard: a scripted live introduction, a clean CRM context pass, and a hand-off the receiving team accepts as qualified. You're also the first to recognize when an issue could threaten the customer relationship, escalating it cleanly to the CX escalation lane before it becomes a problem. Extended evening and weekend coverage is part of the model and is scheduled on staggered shifts.

What You'll Do

• First response — Be the first point of contact for all inbound customer communication across phone, SMS, email, and chat, responding quickly and consistently.
• Triage — Qualify each customer's needs, timeline, and situation; scrub spam; and answer common process and pricing questions.
• Qualified routing — Route each customer to the correct destination team — Sales, Purchasing, F&I, Title & Registration, or post-delivery — the first time.
• Warm handoff to standard — Execute handoffs as a written standard: scripted live introduction, CRM context pass, and a receiving commitment from the destination team. A handoff only counts when the receiving team accepts it as qualified.
• Customer education — Guide customers through Ever's EV buying and selling process, setting clear expectations at every step.
• Follow-up — Re-engage cold and dormant contacts through structured follow-up cadences.
• Early escalation — Recognize issues that could threaten the customer relationship and escalate them cleanly to the CX escalation lane before they grow.
• Clean records — Keep CRM records accurate and complete so every downstream team inherits full context.
• Feedback loop — Surface patterns in lead quality and contact themes back to Marketing, Product, and CX leadership.
• Continuous improvement — Help refine scripts, routing logic, and outreach playbooks as the function is built.

What Good Looks Like

• Every customer reaches a live, helpful first response in minutes — not hours.
• Contacts land with the right team the first time, with enough context that the receiving team accepts the handoff as qualified.
• No customer sits waiting in silence, and holding onto a contact is pointless because only accepted handovers count.
• Brand-threatening issues are spotted early and moved to escalation before they escalate on their own.
• Customers consistently describe reaching Ever as easy, fast, and genuinely helpful — by design.

How the Role Is Measured

• Speed to first response — how quickly a customer hears back.
• Routing accuracy — the share of handoffs that reach the correct team the first time.
• Handoff acceptance — the share of handoffs Sales, Purchasing, or F&I accept as qualified.
• CSAT and first-contact resolution — quality and completeness of the interaction.

 

What You Bring

• 1–5+ years in a BDC, inside sales, customer support, customer success, or high-volume lead and contact management role.
• Strong phone presence and professional, consultative communication.
• Comfort working fast-paced inbound and outbound queues across multiple channels.
• A track record of hitting activity, response, and quality targets.
• Strong organizational and follow-up skills — you keep clean records and let nothing fall through.
• Coachable, high-energy, and resilient, with a growth mindset.
• Sound judgment in customer conversations and de-escalation.
• Passion for EVs and the future of transportation.

Tools & Technical Skills

• Hands-on experience with CRM and dialer systems (HubSpot, Salesforce, or similar).
• Strong written communication for email and SMS.
• Comfort navigating multiple tools and dashboards at once.
• Ability to manage large contact volumes efficiently.
• Data literacy — understands conversion metrics and funnels, and how first response and routing affect them.

Nice to Have

• Automotive, dealership, or EV customer-operations background.
• Experience in a high-growth, multi-site, or direct-to-consumer environment where volume scales fast.
• Working knowledge of vehicle title, registration, or warranty processes.
• Experience supporting or standing up a centralized contact or support team.

Compensation & Benefits

• Base pay of $26.00–$30.00 per hour ($54,080–$62,400 annualized) , calibrated to experience, plus a target performance bonus of 10% tied to quality and volume — speed to first response, CSAT, and accepted handovers. Pay does not depend on closing deals.
• This is a non-exempt, hourly position; scheduled evening and weekend hours are paid as worked.
• Benefits include medical, dental, and vision coverage; flexible / PTO; and a 401(k) plan.