Overview: Customer Service Representatives are responsible for managing the day-to-day contact duties with our client's customers, addressing issues related to Customer Assistance, Marketing Support, EV, and Connection Center. Communication methods include Messaging, Phone, and Email. Advisors are driven to build successful relationships with customers, dealership personnel, the Field organization, Brand Quality, and various client stakeholders.

Responsibilities Include:

• Handle inbound interactions between the Client Assistance, Marketing Support, EV, and Connection Center inquiries through phone, email, or messaging.
• Proficiently manage cases for customers, providing timely resolutions.
• Ensure Team Leaders and Senior Advisors have the necessary information on case status, suggestions, and resolutions.
• Participate in additional training to enhance skills for better customer and Member handling.
• Perform technical troubleshooting of vehicle connectivity, Wi-Fi, Infotainment, and Mobile App concerns.
• Attend bi-weekly 1:1 meetings with Team Leaders to receive constructive feedback on process compliance and customer experience.
• Exceed expectations for team KPIs, such as service level, Customer Satisfaction, and completed on-time activity metrics.
• Be part of a team culture that prioritizes the customer while delivering operational excellence.

Qualifications/Requirements:

• Bachelor's Degree preferred or equivalent work experience.
• 1+ years of experience in a 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 CX Tools and processes.
• Ability to deal with ambiguity and adapt quickly in fast-paced environments.
• Availability to work Sunday-Saturday with flexible hours depending on business needs and shift bid selection.