Job Title: EV Concierge Customer Experience Representative
Location: Detroit, Michigan (Hybrid/Onsite as applicable)
Job Type: W2 Contract
Expected Hours per Week: 40 hours per week
Schedule: Monday–Friday between 8am–12:00am EST; weekends 9am–9pm EST (shift flexibility required)
Pay Range: [Insert Pay Rate]
Position Description:
We are seeking a Customer Experience Representative to support General Motors’ EV Concierge Call Center. This role is responsible for delivering exceptional customer service to current and prospective EV owners while building strong relationships between customers, GM brands, and dealership partners. The position focuses on answering product questions, assisting with orders and reservations, supporting charging solutions, and resolving customer concerns with a personalized, solution-oriented approach.
What You’ll Do:
Support inbound and outbound customer interactions via phone, chat, and email.
Serve as a product expert across Chevrolet, Buick, GMC, and Cadillac EV platforms.
Assist with product inquiries, reservations, ordering, dealership coordination, and ownership support.
Provide guidance on EV charging solutions, vehicle features, and troubleshooting.
Manage and document customer interactions within CRM systems.
Take full ownership of customer cases and ensure resolution through follow-up and case management.
Handle escalations and refer unresolved concerns to appropriate departments.
Process reimbursement claims and provide goodwill solutions when appropriate.
Coordinate with dealerships, internal teams, and third-party partners to resolve issues.
Deliver a high-quality, customer-first experience that drives satisfaction and loyalty.
Skills Required:
Customer service and call center experience.
Strong communication and active listening skills.
Ability to navigate multiple systems and CRM tools.
Time management and multitasking in high-volume environments.
Problem-solving and conflict resolution skills.
Skills Preferred:
Basic understanding of electric vehicles and charging platforms.
Experience working with cross-functional teams or external partners.
Experience Required:
1–2 years of customer service or call center experience.
Strong computer navigation and typing skills (40 WPM).
Excellent verbal and written communication skills.
High attention to detail and organizational ability.
Even Better, You May Have:
Experience supporting automotive or EV-related products.
Comfort working in fast-paced, high-volume environments.
Experience with CRM systems and case management tools.
Proven ability to handle escalated customer situations.
Experience Preferred:
0
Education Required:
High School Diploma or GED
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