Customer Care Specialist

Lucid Motors•Southfield, MI

11h•Onsite

About The Position

As an Automotive EV Technical Support Specialist, also known as a Customer Care Specialist, plays a crucial role in assisting customers with technical issues related to their Lucid Motors vehicle hardware and software. To be successful in this role, you must have a customer-first approach, thrive in ambiguous and unexpected environments, tackling all challenges with creativity and a technical support aptitude. The ability to develop excellent relationships with Lucid vehicle owners, as well as internal departments to effectively address customer concerns are crucial. The address of Lucid Motors office is: 26533 Evergreen Road, Travelers Tower II, Southfield, MI 48076. This position is an onsite role and will not be able to accommodate remote or hybrid. Full time shift hours from 3:30 pm – 12:00 am EDT.

Requirements

Availability to work weekends and support flexible schedules to support customers 365 days of the year.
Full time attendance during 3-week training is mandatory
2+ years of experience in technical support and troubleshooting required
High school Diploma or GED required
Positive attitude, friendly demeanor, empathetic mindset, and commitment to providing a great customer experience.
Eagerness to take on new responsibilities.
Excellent communication and technical comprehension skills.
Detail-oriented and highly precise.
Flexible, proactive, attention to details, and inclination to contribute with strong critical thinking and common sense.
Skilled in navigating ambiguity in a high volume, high touch atmosphere.
Familiar with MS Office Suite (e.g. Outlook) and related communication tools (e.g CRM).
Familiar with Mac OS
Flexibility to work evenings shifts, weekends, or holidays.

Nice To Haves

Automotive industry or Electric Vehicle (EV) experience highly desired
Fluent in multiple languages (Canadian French, Spanish or others).

Responsibilities

Providing technical assistance through Phone, Email, SMS and Chat inquiries.
Responding to customer concerns with urgency and ownership for resolutions.
Maintaining the company knowledge base by creating, editing and posting brief documents and tech tips.
Assessing compatibility between new and updated technology with existing systems.
Reviewing proposed changes and making recommendations.
Ensuring Lucid vehicle components work optimally.
Demonstrate credibility and create customer confidence through emotional intelligence and expert level product knowledge.
Appropriately and accurately use systems to keep customer and Lucid’s information secure and confidential.