Customer Service Representative

*Job Title: Customer Service Representative *
*Job Description*
This role serves as a Universal Advisor, responsible for managing day-to-day interactions with customers across multiple communication channels. You will provide high-touch, luxury-level customer support while collaborating closely with team leaders, dealership personnel, field organizations, brand quality teams, and other internal partners. Your mission is to deliver a seamless, premium customer experience by resolving customer concerns, supporting vehicle connectivity and technology questions, and handling case management from start to finish with empathy, professionalism, and precision.
*Responsibilities*

* Create and support a team culture that places the luxury customer at the center of every interaction while delivering operational excellence and contributing to an engaging, vibrant workplace.
* Handle customer cases in a timely manner, proactively seeking appropriate and tailored solutions for luxury customers and treating each interaction with empathy, understanding, and professionalism.
* Take initiative to resolve complex, multi-faceted customer problems and ensure team leaders and senior advisors receive accurate updates on case status, recommendations, and resolutions.
* Provide technical troubleshooting support for inbound calls related to vehicle connectivity, in-vehicle WiFi, infotainment systems, and the MyBrand mobile application.
* Assist fellow team members with research and resolution of escalated situations, including conducting root cause analysis and recommending corrective actions.
* Participate in weekly quality audits with team leaders to identify opportunities for improved performance, process compliance, and overall customer experience, and deliver clear feedback on case standing to team leaders and senior advisors.
* Interface daily with various levels of call center leadership and, when needed, higher-level leadership, executing on directives and aligning with strategic objectives.
* Consistently exceed Universal Advisor team key performance indicators (KPIs), including service level, customer satisfaction, and on-time completion of activities.
* Perform administrative duties such as documenting all customer contacts, following up with customers, dealers, field staff, and other stakeholders, and accurately recording all actions taken in the case management system.
* Drive continuous improvement by identifying process enhancements, sharing best practices, and helping the team deliver a Tier 1 luxury customer experience that exceeds industry standards.
* Provide professional and thorough customer service in a call center environment, ensuring every interaction reflects the standards expected of a flagship luxury automotive brand.
* Support case management activities related to service concerns, dealer support, and other customer care issues, ensuring timely and accurate resolution.
* Maintain strong verbal and written communication with customers and internal partners, clearly explaining solutions, next steps, and expectations.
* Manage multiple customer cases and internal activities simultaneously while meeting aggressive timelines and maintaining a high level of empathy and accuracy.
*Essential Skills*

* Bachelor's degree or equivalent work experience.
* At least 2+ years of experience in customer service, with luxury customer service experience strongly preferred.
* At least 1+ year of experience in an automotive customer service-related profession (preferred but not required).
* Proven call center experience, including handling inbound calls and working within a structured contact center environment.
* Demonstrated experience in case management, including tracking, documenting, and resolving customer issues from start to finish.
* Experience supporting service concerns and providing dealer support or coordination as part of customer resolutions.
* Strong verbal and written communication skills, with the ability to communicate clearly, professionally, and empathetically with luxury customers.
* High level of professionalism, thoroughness, and attention to detail when interacting with customers and internal stakeholders.
* General technical proficiency, including problem solving and troubleshooting skills related to technology and connected products.
* Familiarity with both Android and Apple devices, with the ability to assist customers who use these platforms in conjunction with high-tech vehicles.
* Proficiency in computer navigation and use of Microsoft Excel, PowerPoint, and Word.
* Strong reading comprehension skills, enabling accurate understanding of customer concerns and internal documentation.
* Ability to work effectively in a fast-paced, dynamic environment and adapt quickly to change and ambiguity.
* Ability to manage multiple projects or activities simultaneously while maintaining high-quality customer interactions.
* Demonstrated reliability, including consistent attendance, punctuality, and follow-through on commitments.
* Strong problem-solving abilities, with a focus on identifying root causes and implementing practical solutions.
* Consistent work history and demonstrated tenure in prior roles, reflecting stability and commitment.
*Additional Skills & Qualifications*

* Experience in luxury customer service, with luxury automotive experience considered ideal.
* Knowledge and expertise in the automotive industry (preferred).
* Experience supporting high-tech or connected products, such as infotainment systems, mobile apps, or connectivity services.
* Exposure to help desk, call center support, CRM tools, branding initiatives, or dealership operations.
* Experience working with or supporting dealership personnel and field staff.
* Comfort interfacing with multiple levels of leadership within a call center or corporate environment.
* Demonstrated ability to contribute to a high-performance team culture focused on customer satisfaction and operational excellence.
* Experience participating in quality audits, performance reviews, or continuous improvement initiatives.
* Interest in long-term career growth within customer care, support, or related corporate functions.
*Job Type & Location*This is a Contract position based out of Warren, MI.
*Pay and Benefits*The pay range for this position is $20.00 - $21.50/hr.
Eligibility requirements apply to some benefits and may depend on your job
classification and length of employment. Benefits are subject to change and may be
subject to specific elections, plan, or program terms. If eligible, the benefits
available for this temporary role may include the following:

* Medical, dental & vision


* Critical Illness, Accident, and Hospital


* 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available


* Life Insurance (Voluntary Life & AD&D for the employee and dependents)


* Short and long-term disability


* Health Spending Account (HSA)


* Transportation benefits


* Employee Assistance Program


* Time Off/Leave (PTO, Vacation or Sick Leave)
*Workplace Type*This is a hybrid position in Warren,MI.
*Application Deadline*This position is anticipated to close on Jul 9, 2026.

About TEKsystems


We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services


We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

*San Francisco Fair Chance Ordinance:* Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

*Massachusetts Lie Detector:* It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

*Use of Artificial Intelligence (AI):* We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.