Universal Customer Advisor

Job Title: Universal Customer Advisor

Job Description

Universal Customer Advisors are tasked with managing daily interactions with customers through various communication platforms. They play a crucial role in supporting team leaders to build strong relationships with customers, team members, dealership personnel, and other entities. The goal is to develop a team of adept Advisors capable of assisting customers with inquiries related to Customer Assistance, Marketing Support, EV, or Connection Center issues.

Responsibilities

• Foster a team culture that prioritizes the luxury customer, ensuring operational excellence and a vibrant workplace.
• Handle cases promptly, seeking unique solutions for luxury customers with empathy, and resolve complex issues while updating team leaders and Senior Advisors on case status.
• Troubleshoot technical issues related to vehicle connectivity, Wi-Fi, Infotainment, and mobile app.
• Assist team members with escalated situations, providing root cause analysis and corrective actions.
• Attend weekly Quality Audits to identify opportunities for improved performance and customer experience.
• Interface with various levels of Call Center and leadership; execute directives efficiently.
• Exceed expectations regarding team KPIs, such as service level and customer satisfaction.
• Perform administrative duties, document points of contact, follow up with customers and other stakeholders.
• Drive continuous improvement towards achieving a Tier 1 Luxury customer experience that sets industry standards.

Essential Skills

• Customer care and support skills.
• Call center experience.
• Strong communication abilities.
• Bachelor's degree or equivalent work experience.
• High verbal and written skillset.
• Experience in case management and service concerns.

Additional Skills & Qualifications

• 1+ years of experience in automotive customer service-related profession (preferred).
• 2+ years of experience in customer service with luxury experience strongly preferred.
• Technical proficiency and troubleshooting experience.
• Familiarity with Android and Apple devices.
• Proficiency in Excel, PowerPoint, and Word.
• Strong reading comprehension and communication skills.
• Knowledge of the automotive industry (preferred).
• Ability to manage multiple projects within aggressive timelines.

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 May 19, 2025.

About TEKsystems and TEKsystems Global Services

We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.