Automotive Service Advisor

Vertage; Warren (MI); Remote; USD 25,000 - 28,000; Full time

Job summary

Vertage is hiring a Customer Experience EV Concierge for a fully remote, 12-month contract in the United States. You will support EV owners via phone, chat, and email, managing cases from start to finish and delivering personalized solutions.

Ideal candidates have 1–2+ years in high-volume customer service, strong communication, and the ability to work across multiple CRMs. Training and flexible hours are provided to cover EST business hours.

Qualifications

• 1–2+ years in high-volume customer service
• Experience handling end-to-end cases
• Proficient in multiple CRMs and software
• Typing speed 40+ WPM; strong written and verbal communication

Responsibilities

• Handle customer inquiries by phone, chat, and email across EV programs
• Own each case from start to finish and resolve issues
• Document inquiries and actions accurately
• Coordinate with dealerships and third-party suppliers
• Process reimbursements and goodwill when appropriate
• Refer unresolved issues to internal teams and follow up

Skills

Customer service

Case management

CRM systems

Typing speed 40+ WPM

Communication skills

Proactive attitude

Tools

CRM software

Job description

Location: Fully remote

Contract: 12 months with possible extension

Anticipated start: January 18, 2027

Openings: 10

Pay: $18/hr. - $20/hr.

About the role

Join the Customer Experience EV Concierge team at a leading global automotive manufacturer and be the face of its electric vehicle brands. You’ll support current and prospective EV owners by phone, chat, and email, answering product questions, discussing charging options, helping with orders and reservations, setting up dealership appointments, and turning frustrated customers into loyal ones. You’ll own each case from start to finish and deliver personalized, value-driven solutions.

What you’ll do

• Become a product expert across multiple EV brands, plus related charging and energy programs
• Support customers via phone, chat/messaging, and email on products, reservations, orders, dealerships, service, home charging, troubleshooting, and recalls
• Take full ownership of every interaction and see each case through to resolution
• Build value and offer solutions that enhance the EV ownership experience
• Document inquiries, complaints, and actions taken accurately
• Review and process reimbursement claims for vehicle disruptions
• Offer and process goodwill when appropriate to retain customer loyalty
• Refer unresolved issues to the right internal departments and follow up
• Act as a liaison between the manufacturer, dealerships, and third-party suppliers

What you bring

• 1-2+ years in customer service within a high-volume call center
• Experience managing cases end to end, not just one-call closes
• Comfort working in multiple systems/CRMs at once
• Typing speed of 40+ WPM
• Strong written and verbal communication and reading comprehension
• Professionalism with difficult or frustrated customers
• A self-starter mindset, strong attention to detail, and a friendly “I can help you” attitude

Nice to have

• Sales, retention, or value-based customer engagement experience
• Chat or email support experience
• Regulated or detail-heavy work (insurance, finance, warranty, billing)
• Automotive experience or interest in EVs

Schedule and training

• Training: 8 weeks, Monday-Friday, 8:00 AM-5:00 PM EST
• Operating hours: Mon-Fri 8:00 AM-12:00 AM EST; Sat-Sun 9:00 AM-9:00 PM EST
• Shifts rotate several times a year and are not guaranteed, so schedule flexibility is required
• No time off during training or the first 60 days on the floor; appointments or partial days can be arranged if shared in the first week of training