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Customer Care Specialist

Company: Lucid Motors
Location: Redwood City
Posted on: September 4, 2021

Job Description:

Leading the future in luxury electric and mobility
At Lucid, we set out to introduce the most captivating, luxury electric vehicles that elevate the human experience and transcend the perceived limitations of space, performance, and intelligence. Vehicles that are intuitive, liberating, and designed for the future of mobility.
 
We plan to lead in this new era of luxury electric by returning to the fundamentals of great design – where every decision we make is in service of the individual and environment. Because when you are longer bound by convention, you are free to define your own experience.
 
Come work alongside some of the most accomplished minds in the industry. Beyond providing competitive salaries, we’re providing a community for innovators who want to make an immediate and significant impact. If you are driven to create a better, more sustainable future, then this is the right place for you.
 
Notice regarding COVID-19 Vaccination for positions located in Newark, California
At Lucid (the “Company”), we prioritize the health and wellbeing of our employees, families, and friends above all else. In response to the novel Coronavirus, and the increased transmissibility with recent variants, all Lucid Employees whose employment is based in Newark, current and future, must be fully vaccinated and provide proof thereof as a condition of continued or future employment with the Company.
 
Accommodations due to medical or religious exemptions will be considered.

The primary goal of a Customer Care Specialist is to provide a world-class customer experience and resolution services to Lucid Motors vehicle owners. The Specialist will be required to quickly learn the inner workings of the departments at Lucid. This role will require the ability to identify, seamlessly resolve and coordinate with cross functional departments. The ideal candidate will exhibit a strong understanding of empathy, professional drive, and passion for customer service. The ability to develop excellent relationships with Lucid vehicle owners, as well as internal departments to effectively address customer concerns are crucial.

The Role

  • Provide the highest level of support to customers via inbound phone calls, chats and tickets, escalating to cross-functional departments when necessary.
  • Take ownership of customer case to full resolution, communicating efficiently with internal departments when needed.
  • Advocate for the customer to improve Lucid services or offerings based on requests and reported bugs. Champion customer experiences and process improvements.
  • Serve as product experts to educate Lucid vehicle owners and generating confidence in the operation of the Lucid products. Must be comfortable to answer vehicle equipment questions, vehicle operations, discuss concerns around mechanical and cosmetic issues.
  • Continuously learn and improve product knowledge through Lucid trainings 
  • Capable of masterfully guiding both adept and amateur technical customers and mechanics through app and website, through a personal technical aptitude.
  • Triage car condition or operational concerns.

Qualifications

  • Availability to work weekends and support flexible schedules to support customers 24/7, 365 days of the year. 
  • Minimum 2 years of experience in customer service or contact centers.
  • Verbal and written skills in Canadian French and Arabic.
  • Positive attitude, friendly demeanor, empathetic mindset, and commitment to providing a great customer experience. Eagerness to take on new responsibilities.
  • Excellent communication and comprehension skills.
  • Detail-oriented and highly precise. Flexible, proactive, attention to details, and inclination to contribute with strong critical thinking and common sense.
  • Understands both Mechanical and Cosmetic repair times, skills and cost management.
  • Willingness to learn new and innovative automotive technologies.
  • Familiar with MS Office Suite (e.g. Outlook) and related communication tools (e.g CRM)
  • Verbal and written skills in English.

Advantageous

  • Automotive industry experience or start-up experience.
At Lucid, we don’t just welcome diversity - we celebrate it! Lucid Motors is proud to be an equal opportunity workplace and is an affirmative action employer.  We are committed to equal employment opportunity regardless of race, color, national or ethnic origin, age, religion, disability, sexual orientation, gender, gender identity and expression, marital status, and any other characteristic protected under applicable State or Federal laws and regulations.
 
To all recruitment agencies: Lucid Motors does not accept agency resumes. Please do not forward resumes to our careers alias or other Lucid Motors employees. Lucid Motors is not responsible for any fees related to unsolicited resumes. 

Keywords: Lucid Motors, Redwood City , Customer Care Specialist, Other , Redwood City, California

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