Customer Care Specialist

TEKsystems
$19.00 / hr
United States, Michigan, Detroit
Nov 12, 2024
FULLY REMOTE Customer Service Representative positions Long-term growth opportunities with a large automotive OEM based in Metro-Detroit. Description: Associates in this role will be part a Large Automotive OEM's Customer Experience Electric Vehicle Call Center environment. They are required to utilize exceptional customer service, marketing, and sales techniques to support 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, our company, 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. * Serve as the product experts for our current EV product lines, 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). Shifts are consistent for 3 months at a time, when you are then able to bid for a new shift and then work that shift for another 3 months at a time. Hours are subject to change. Leadership reserves the right to modify at any time 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 Qualifications: * 5+ years of experience working in a call center. * High School Diploma or GED (ideally a completed Associates or Bachelors Degree) * Customer service from a technical field (automotive, telecommunications, etc.) is highly preferred, but not required. 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.