Customer Service Guide

iFlow Inc.; New York (NY); On-site; USD 70,000 - 90,000; Full time

Job summary

A leading electric vehicle company is seeking a Customer Service Guide in New York. This role involves partnering with customers throughout their EV journey, providing top-notch support, and collaborating with internal teams. The ideal candidate will have extensive customer service experience and strong communication skills. This position offers competitive benefits and requires occasional travel for training.

Qualifications

• 5+ years’ experience in a high-volume customer service role preferred.
• 3+ years’ experience in account management or dedicated customer relationship/sales role preferred.
• 1 year of call center experience helpful.

Responsibilities

• Partner with and support customers through their entire journey.
• Build rapport and support individual owners in their EV ownership journey.
• Collaborate with internal teams like Vehicle Delivery and Service partners.

Skills

Customer service skills

Bilingual in French and English

Organizational skills

Communication skills

Ability to navigate multiple tools

Education

High-volume customer service experience

Experience in account management

Call center experience

EV industry experience

Tools

Salesforce

Job description

3 days ago Be among the first 25 applicants

You will partner with and support a group of customers through their entire journey, beginning with vehicle selection and extending through ownership.

You will be their primary point of contact, providing exceptional quality of service during every interaction while paying close attention to customer sentiment. Build rapport and support each individual owner by meeting them where they are in their EV ownership journey.

Track and follow up on any tasks that need to be completed on behalf of assigned customers to ensure an exceptional purchase and ownership experience. Collaborate with internal teams such as Vehicle Delivery, Retail, Charging, and Service partners.

Stay informed and up to date about products and services in order to bring the brand experience to life. Share trends and identify areas for improving the customer experience. Listen and understand the needs of each owner to deliver a tailored brand experience.

Communicate complex ideas in a way that is easy to understand and engaging. Participate in virtual and in-person tours as assigned. Think strategically, interpret analytics, and track progress using reporting tools and dashboards. Leverage CRM tools to enhance the customer experience.

Travel may be required for training purposes. Perform additional tasks as assigned.

Customer Service Guide

Duration: 1 month

Location: Onsite Across USA

Job Description

Responsibilities:

You will partner with and support a group of customers through their entire journey, beginning with vehicle selection and extending through ownership.

You will be their primary point of contact, providing exceptional quality of service during every interaction while paying close attention to customer sentiment. Build rapport and support each individual owner by meeting them where they are in their EV ownership journey.

Track and follow up on any tasks that need to be completed on behalf of assigned customers to ensure an exceptional purchase and ownership experience. Collaborate with internal teams such as Vehicle Delivery, Retail, Charging, and Service partners.

Stay informed and up to date about products and services in order to bring the brand experience to life. Share trends and identify areas for improving the customer experience. Listen and understand the needs of each owner to deliver a tailored brand experience.

Communicate complex ideas in a way that is easy to understand and engaging. Participate in virtual and in-person tours as assigned. Think strategically, interpret analytics, and track progress using reporting tools and dashboards. Leverage CRM tools to enhance the customer experience.

Travel may be required for training purposes. Perform additional tasks as assigned.

Qualifications:

• Fully vaccinated against COVID-19 (proof required)
• Bilingual in French and English preferred (not required)
• 5+ years’ experience in a high-volume customer service role preferred
• 3+ years’ experience in account management or dedicated customer relationship/sales role preferred
• 1 year of call center experience helpful
• EV industry experience helpful
• Experience using CRM tools (e.g., Salesforce)
• Strong organizational skills and ability to prioritize workloads with high quality
• Proven ability to multi-task and navigate multiple tools/workstreams
• Excellent written and verbal communication skills in English; bilingual a plus
• Quick learner with the ability to adapt to a fast-paced and evolving environment
• Willingness to work nights/weekends as needed based on customer needs
• Ability to travel up to 10% for training and event support

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Management and Manufacturing

• Industries

  IT Services and IT Consulting

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