Cadillac Universal Advisor

EPITEC; Warren (MI); Hybrid; USD 30,000 - 33,000; Full time

Benefits offered by this job

Medical Benefits & PTO Included

7 Paid Holidays

10 PTO Days

Job summary

Epitec, in Warren, MI, seeks a Universal Advisor to provide premium customer support across luxury experiences, EV services, and connected vehicle technologies. You will be the primary contact via phone, email, and messaging, delivering white-glove service while resolving inquiries and building relationships.

The role requires 1+ year luxury customer service, strong communication, and tech troubleshooting skills, with hybrid training 12 weeks and on-site requirements.

Qualifications

• 1+ year of luxury customer service experience.
• Excellent verbal and written communication skills.
• Strong conflict resolution abilities; technical troubleshooting experience.
• Strong problem-solving skills.
• MS Office proficiency: Excel, Word, PowerPoint.
• Must reside within 50 miles of Warren, MI.
• Must be available for onsite training requirements.
• Typing Test Required; Minimum 40 WPM; Screenshot attached to resume.

Responsibilities

• Handle inbound customer interactions via phone, email, and messaging.
• Support inquiries related to: Customer Assistance, Marketing Support, EV Programs, Connected Vehicle Technologies, and Connection Center Support.
• Provide timely resolution and case management.
• Maintain strong relationships with customers, dealership personnel, field teams, and internal stakeholders.
• Escalate concerns and communicate case updates to leadership.
• Participate in ongoing training and skill development.
• Troubleshoot Vehicle Connectivity Issues, Wi-Fi, Infotainment Systems, and Mobile App Functionality.
• Attend bi-weekly coaching and feedback sessions.
• Aim to achieve KPIs: Customer Satisfaction, Service Levels, Productivity, Timely Resolution.
• Deliver a premium "white glove" customer experience.

Skills

Luxury service

Conflict resolution

Tech troubleshooting

MS Office

Typing 40 WPM

Education

Bachelor's Degree

Tools

Excel

Word

PowerPoint

Job description

Epitec is seeking to support a leading global automotive manufacturer by hiring Universal Advisors to provide premium customer support across customer assistance, marketing support, EV services, and connected vehicle technologies.

The Universal Advisor serves as the primary point of contact for customers through phone, email, and messaging channels. This role focuses on delivering a luxury customer experience while resolving customer concerns, troubleshooting connected vehicle technologies, supporting EV-related inquiries, and building strong relationships with customers and internal stakeholders.

Job Details

• Job Title: Universal Advisor
• Location: Warren, MI
• Must Live Within: 50 Miles of Warren, MI
• Work Environment: Remote
• Training Schedule: Hybrid-Tuesday-Thursday for first 12 weeks
• W2 Contract: Long-Term
• Pay Rate: $22.23/hr.
• Medical Benefits & PTO Included
• 7 Paid Holidays & 10 PTO Days
• Industry: Automotive
• Schedule: MUST have flexibility to work Sunday-Saturday based on business needs and shift bids

Responsibilities

• Handle inbound customer interactions via phone, email, and messaging.
• Support customer inquiries relating to:
  • Customer Assistance
  • Marketing Support
  • Electric Vehicle Programs
  • Connected Vehicle Technologies
  • Connection Center Support
• Provide timely resolution and case management.
• Maintain strong relationships with customers, dealership personnel, field teams, and internal stakeholders.
• Escalate concerns and communicate case updates to leadership.
• Participate in ongoing training and skill development.
• Troubleshoot:
  • Vehicle Connectivity Issues
  • Wi-Fi Concerns
  • Infotainment Systems
  • Mobile Application Functionality
• Attend bi-weekly coaching and feedback sessions.
• Achieve and exceed KPIs including:
  • Customer Satisfaction
  • Service Levels
  • Productivity Metrics
  • Timely Resolution Metrics
• Deliver a premium "white glove" customer experience.

Requirements

Required

• 1+ year of luxury customer service experience
• Excellent verbal and written communication skills
• Strong conflict resolution abilitiesTechnical troubleshooting experience
• Strong problem-solving skills
• Ability to work in a fast-paced environment
• Microsoft Office proficiency:
  • Excel
  • Word
  • PowerPoint
• Ability to adapt quickly to ambiguity and change
• Must reside within 50 miles of Warren, MI
• Must be available for onsite training requirements
• Typing Test Required
  • Minimum 40 WPM
  • Screenshot must be attached to resume

Preferred

• Bachelor's Degree
• Automotive industry experience
• Luxury brand customer service experience
• Contact center experience
• Connected vehicle experience
• EV support experience
• Knowledge of OEM customer experience tools and processes

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