Customer Support Advisor

EPITEC; Warren (MI); Hybrid; USD 25,000 - 36,000; Full time

Benefits offered by this job

Holidays

PTO

Medical benefits

Job summary

EPITEC is hiring Advisors in Warren, MI for a 12-week hybrid training program, with remote work possible after production. Pay is $22.23 per hour with holidays, PTO and medical benefits.

Advisors manage day-to-day customer contacts across Customer Assistance, Marketing Support, EV and Connection Center, using Messaging, Phone and Email. Responsibilities include handling inbound inquiries, providing timely resolutions, and keeping Team Leaders updated on case status.

Qualifications

• 1+ years in luxury customer service
• Bachelor's degree preferred or equivalent experience
• Proficient with Excel, PowerPoint, and Word
• Strong verbal and written communication
• Knowledge of General Motors CX Tools

Responsibilities

• Handle inbound customer care inquiries via phone, email, or messaging.
• Provide timely resolutions and strong case handling.
• Keep Team Leaders informed on case status and resolutions.
• Participate in ongoing training to improve skills.
• Troubleshoot connectivity, infotainment, and app concerns.
• Attend Bi-Weekly 1:1s with Team Leaders.
• Strive to exceed KPIs like SLA, CSAT, and on-time activity.

Skills

Customer service experience

Verbal and written communication

Problem solving

Adaptability

Education

Bachelor's degree or equivalent experience

Tools

Excel

PowerPoint

Word

GM CX Tools

Job description

Location- Warren, MI training hybrid for 12 weeks, remote after in production.

Pay: $22.23 per hour with holidays, PTO and medical benefits

Overview:

Advisors are 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 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 MyCadillac 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.
• Be a part of a team culture that puts the customer at the center of everything we do while also delivering operational excellence.
• 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
• Knowledge of General Motors CX Tools and processes
• Ability to deal with ambiguity and adapt quickly in a fast-paced environments