Luxury Auto Support Specialist – High-Touch Case Mgmt

TEKsystems; United States; Hybride; USD 28 000 - 32 000; Plein temps

Résumé du poste

TEKsystems is seeking a polished Customer Service Representative to support customers of a premier luxury automotive brand. The role emphasizes high-touch, white-glove service, case management from start to finish, and multi-channel troubleshooting from vehicle tech to connectivity.

Candidates should have 2+ years in customer service, with call center experience preferred, and a Bachelor’s degree or equivalent.

Qualifications

• 2+ years of customer service experience, preferably in a call center.
• Bachelor's degree or equivalent work experience required.
• Experience with case management, escalations, service concerns, or dealer/customer support preferred.
• Excellent verbal and written communication skills.
• Strong problem-solving and technical troubleshooting abilities.
• Comfortable using Apple and Android devices.
• Proficient with Microsoft Excel, Word, and PowerPoint.
• Ability to navigate multiple computer systems while assisting customers.
• Strong reading comprehension and documentation skills.
• Able to work in a fast-paced environment and adapt to changing priorities.
• Reliable with a consistent work history and issue-resolution track record.

Responsabilités

• Provide professional high-level customer service via inbound calls and other channels.
• Manage customer cases from initial contact through resolution with detailed documentation.
• Handle escalated concerns with empathy, a solutions-focused approach.
• Troubleshoot vehicle connectivity, infotainment, and mobile apps.
• Communicate with customers, dealership personnel, field reps, and internal teams.
• Research complex issues to identify root causes and solutions.
• Maintain thorough documentation of contacts, actions, and resolutions.
• Meet or exceed KPIs for customer satisfaction and service levels.
• Participate in quality reviews and identify process improvements.
• Manage multiple cases and priorities with accuracy and professionalism.

Connaissances

Customer service

Communication skills

Case management

Technical troubleshooting

Apple/Android devices

Office suite

Multichannel support

Formation

Bachelor's degree or equivalent work experience

Outils

Microsoft Excel

Microsoft Word

PowerPoint

Description du poste

TEKsystems is seeking a polished Customer Service Representative to support customers of a premier luxury automotive brand. The role emphasizes high-touch, white-glove service, case management from start to finish, and multi-channel troubleshooting from vehicle tech to connectivity.

Candidates should have 2+ years in customer service, with call center experience preferred, and a Bachelor’s degree or equivalent.