New

Universal Customer Advisor

TEKsystems
$20.00 - $22.00 / hr
life insurance, sick time, 401(k), retirement plan
United States, Michigan, Warren
Feb 27, 2025
Job Title: Universal Customer Advisor Job Description Universal Customer Advisors are responsible for managing the day-to-day contact duties with customers across a variety of communication platforms. They provide support to team leaders, build relationships with customers and other stakeholders, and ensure the successful resolution of customer inquiries and issues related to Customer Assistance, Marketing Support, EV or Connection Center queries. Responsibilities * Create a team culture that prioritizes the luxury customer while delivering operational excellence. * Handle cases promptly, finding appropriate and unique solutions for luxury customers with empathy and understanding. * Perform technical troubleshooting of inbound calls related to vehicle connectivity, Wi-Fi, Infotainment, and mobile app issues. * Assist team members in the research and resolution of escalated situations, providing root cause analysis and corrective actions. * Attend weekly Quality Audits with team leaders to identify opportunities for improved performance and customer experience. * Interface daily with various levels of Call Center and leadership, executing directives. * Exceed expectations regarding team KPIs such as service level, Customer Satisfaction, and on-time activity metrics. * Perform administrative duties, including documenting all points of contact, following up with customers, Dealers, Field staff, and others as needed. * Drive continuous improvement to achieve a true Tier 1 Luxury customer experience. Essential Skills * Customer care and communication ability. * Professional and thorough approach when interacting with customers. * Call center experience with case management, service concerns, and dealer support. * Bachelor's degree or equivalent work experience. * High verbal and written communication skills. Additional Skills & Qualifications * 1+ years of experience in an automotive customer service-related profession (preferred but not required). * 2+ years of experience in customer service with luxury experience strongly preferred. * Technical proficiency, problem-solving, and troubleshooting experience. * Familiarity with both Android and Apple devices. * Proficiency in computer navigation and Microsoft Excel, PowerPoint, and Word. * Strong reading comprehension and communication skills. * Knowledge of the automotive industry (preferred). * Ability to manage multiple projects and activities within aggressive timelines while handling customers with empathy. Pay and Benefits The pay range for this position is $20.00 - $22.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: * Medical, dental & vision * Critical Illness, Accident, and Hospital * 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available * Life Insurance (Voluntary Life & AD&D for the employee and dependents) * Short and long-term disability * Health Spending Account (HSA) * Transportation benefits * Employee Assistance Program * Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a hybrid position in Warren,MI. Application Deadline This position is anticipated to close on Mar 12, 2025. About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.