Customer Service Rep - EV Concierge

EPITEC; Warren (MI); Remote; USD 20,000 - 29,000; Full time

Benefits offered by this job

Medical

Dental

Vision

PTO

401K

Job summary

EPITEC in Warren, Michigan is seeking a Customer Service Representative - EV Concierge to support current and prospective electric vehicle customers through phone, chat, and email. This role focuses on delivering an exceptional customer experience by answering product and charging questions, resolving concerns, and managing customer cases throughout the EV buying and ownership journey.

The position requires handling inquiries, coordinating with dealerships and internal teams, and maintaining

Responsibilities

• Provide high-volume customer support via phone, chat/messaging, and email.
• Serve as a knowledgeable resource for EV products, charging options, features, programs, and ownership support.
• Assist customers with product questions, reservations, orders, dealership appointments, service needs, vehicle troubleshooting, and recall-related inquiries.
• Take ownership of customer interactions from initial inquiry through resolution using effective case management.
• Navigate multiple CRM systems and internal tools to document interactions, complaints, issues, and actions taken.
• De-escalate frustrated or dissatisfied customers while providing personalized, solution-oriented support.
• Identify customer needs and recommend appropriate products, services, or solutions that enhance the EV ownership experience.
• Coordinate with dealerships, internal teams, and third-party suppliers to resolve customer concerns.
• Escalate unresolved issues to the appropriate departments and follow up to ensure resolution.
• Review and process eligible reimbursement claims and customer goodwill requests.
• Maintain strong productivity, attendance, schedule adherence, and customer service standards.
• Quickly learn and apply new EV product information, processes, and procedures in a changing environment.
• Maintain flexibility to work assigned shifts within operating hours, including evenings and weekends.

Job description

Job Title: Customer Service Representative - EV Concierge

Location: Warren, Michigan

Job Type: W2 Contract

Expected hours per week: 40 hours

Schedule: Remote

Pay Range: $18 an hour

Job Description

The EV Concierge Advisor supports current and prospective electric vehicle customers in a fast-paced, high-volume call center environment, providing assistance through phone, chat, and email. This role focuses on delivering an exceptional customer experience by answering product and charging questions, resolving concerns, managing customer cases, and providing personalized solutions throughout the EV buying and ownership experience.

Key Responsibilities

• Provide high-volume customer support via phone, chat/messaging, and email.
• Serve as a knowledgeable resource for EV products, charging options, features, programs, and ownership support.
• Assist customers with product questions, reservations, orders, dealership appointments, service needs, vehicle troubleshooting, and recall-related inquiries.
• Take ownership of customer interactions from initial inquiry through resolution using effective case management.
• Navigate multiple CRM systems and internal tools to document interactions, complaints, issues, and actions taken.
• De-escalate frustrated or dissatisfied customers while providing personalized, solution-oriented support.
• Identify customer needs and recommend appropriate products, services, or solutions that enhance the EV ownership experience.
• Coordinate with dealerships, internal teams, and third-party suppliers to resolve customer concerns.
• Escalate unresolved issues to the appropriate departments and follow up to ensure resolution.
• Review and process eligible reimbursement claims and customer goodwill requests.
• Maintain strong productivity, attendance, schedule adherence, and customer service standards.
• Quickly learn and apply new EV product information, processes, and procedures in a changing environment.
• Maintain flexibility to work assigned shifts within operating hours, including evenings and weekends.

Benefits: Medical, Dental, Vision, PTO & 401K

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