Job Description

Position : Customer Care Agent CG/CR
Working Hours: Full-time, Central Time (CT)
Salary Range: $1,300 - $1,500 per month.
Type of contract: Independent contractor
Payment Frequency: Monthly

About the Company :

Our Client is a dynamic and forward-thinking firm specializing in innovative business solutions real estate development and hospitality. Their team is comprised of experts in various fields, working together to deliver exceptional experiences. As a remote-first company, our Client’s organization embraces flexibility and diversity, fostering a collaborative environment where creativity and innovation thrive.

About the Role :

Position Title: Customer Care Agent
Location: Remote
Reports directly to: Account Management & PMO
Works closely with: Customers, Account Managers,
Incentives, Financing, Registration,
Service, Deliveries, Business Development

Primary Objective:

Interact with customers to ensure gathering information and documentation to fulfill new orders as well as handle and resolve complaints.

At you will learn about all the steps from the closing of a sale to the order fulfillment, and will push to gather the key information to process incentives, financing, and registration, as well as, ensure customer delivery readiness, and report on service issues.

Customer Care Agents deliver on measures of excellence and perform other duties and assignments including administrative, and support general call center functions (chat,

email, and phone).

This team is the front line and face of the brand and reinforces the mission to accelerate the world’s transition to sustainable energy. When interacting with any customer, the Customer Care Agent should maintain a high level of professionalism that exceeds that of our customer’s expectations.

Duties and Responsibilities :

● Ensure Customer Satisfaction:

○ Provide customer support as required. Standard week is 40 hours

○ Handle a high volume of customer phone calls, emails or chats regarding order

fulfillment and technical issues for the Xos products

○ Provide high-level product support and submit tickets to the service team

○ Resolve and/or escalate issues by adhering to the company’s internal Tier

Process system.

○ Ask the right troubleshooting questions when intaking a customer’s concern by

staying consistent to internal procedures

○ Represent company in a professional and personable manner

○ Work with company teams to coordinate customer requests

○ Control the company narrative by following customer call scripts

○ Transcribe service technician notes into customer facing feedback

● Ensure New Order Fulfillment:

Work closely with the customer to gather documentation and key information to

process Incentive vouchers, Financing, Registration, and Charging readiness

○ Maintain the documentation and key information updated in the system so the

right stakeholders can process it on a timely basis

● Others:

○ Foresee, track, and report risks

○ Process orders, forms, applications, and requests

○ Keep records of customer interactions, transactions, comments, feedback, and

complaints

○ Communicating and coordinating with colleagues as necessary.

○ Record information of the customer.

Qualifications :

● Experience working within a fast-paced environment preferred

● Experience with Electric Vehicles or relevant technologies preferred

● Commercial Vehicle or Automotive experienced preferred

● Available to work weekends & holidays

● Reliable internet connection and a quiet workspace free of disruptions

● Proven track record of exceptional customer quality and productivity expectations

Competencies

● Proficient time management, administrative, and organization skills

● Excellent customer facing skills, focus and adaptability to different personality types

● Proficient written and oral communication in English

● Outstanding conflict resolution and stress management

● Familiarity with Hubspot or another CRM highly preferred

● Proven Google Sheets or Excel experience

● Computer literacy

● Ability to re-prioritize tasks as needed

● Ability to drive conversations to final decisions

● Spanish written and oral communication highly preferred

● Ability to lead multiple accounts

● Positive attitude and willingness to learn from others

 

● Development and manufacturing environment.

● Interact with colleagues virtually

Job Tags

Holiday work, Full time, Contract work, For contractors, Remote job, Weekend work,

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