Customer Service Representative Job at EPITEC, Warren, MI

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  • EPITEC
  • Warren, MI

Job Description

The requirement will be onsite Tuesday-Thursday for training and Monday and Friday from home. Fully remote after training. Need to be available Monday-Friday 8am-midnight and Saturdays 9am-9pm.

Summary

  • Responsible for managing the day-to-day contact duties with customers with any issues related to Customer Assistance, Marketing Support, EV, and Connection Center.
  • Communication methods used are Messaging, Phone, and Email.
  • Advisors are driven to be successful in building relationships with our customers, dealership personnel, Field organization, Brand Quality, and various General Motors stakeholders.

Responsibilities Include:

  • Handle inbound interactions between Customer Care, Marketing Support, EV, and Connection Center inquiries through phone, email, or messaging.
  • Proficient case handling for your customers while providing them with resolution in a timely manner.
  • Ensuring the Team Leaders and Senior Advisors have the necessary information on case status, suggestions, and resolutions.
  • Participating in additional training to increase skillset to better handle our customers and Members.
  • Connection Center Skilling- Technical troubleshooting of vehicle connectivity, Wi­ Fi, Infotainment and Mobile App concerns.
  • Attended Bi-Weekly 1:1's with Team Leaders to identify constructive feedback regarding process compliance and customer experience.
  • Exceed expectations for team KPls, such as service level, Customer Satisfaction and completed on-time activity metrics.
  • Must have availability to work Sunday-Saturday with flexibility on hours depending on the needs the business and shift bid selection.

Qualifications/Requirements:

  • Bachelor's Degree preferred or equivalent work experience
  • 1+ Years of experience in luxury customer service-related profession
  • Technical proficiency, problem solving, and troubleshooting experience
  • Computer navigation and proficiency in Excel, PowerPoint, and Word
  • Strong verbal and written communication skills
  • Ability to deal with ambiguity and adapt quickly in a fast-paced environments

Job Tags

Work experience placement, Shift work, Night shift, Sunday, Saturday, Monday to Friday,

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