Customer Experience Advisor

Polestar•Mahwah, NJ

About The Position

At Polestar, we don't just drive innovation in our cars – our entire business model is different from our competitors. We’re looking for a creative, innovative, experienced, and hands-on professional to be the primary point of contact with our customers and be the ambassador of Polestars premium brand experience. About Polestar Polestar is an electric performance car brand, determined to improve the society we live in by driving the change to sustainable mobility. We are a global team of highly talented individuals who share a passion to change the world. We challenge conventions and we challenge ourselves for the purpose of innovation. We believe innovation is a team effort and that just like each component is critical to the performance of our cars, each person working at Polestar is as important to the team and its performance. We work in close collaboration across empowered global teams that don’t settle for anything less than excellence. Is this you? If you are interested in joining the Polestar family, don't wait to submit your application. We apply a continuous selection process, and the job post will be open until the position is filled. This is a contract position with potential for extension or conversion to full-time. Let us describe the challenge we offer The Customer Experience Advisor will be an important piece to the puzzle at Polestar and take ownership of the customer journey and resolution of customer inquiries. This person will be responsible for providing our customers with support through various channels including phone, email and chat.

Requirements

Associate degree or higher
Previous experience in call center environment, automotive, luxury retail or sales is highly desirable
Fluency in English required, Bilingual is a plus!
You have a passion for customer experience and being the ambassador of a brand
Tech savvy with knowledge of call center and telephony systems. Salesforce experience a plus.
You have excellent verbal and written communication skills
You are an agile learner and comfortable with technology, learning new tools, and able to work with a variety of content areas/teams.
Proven project management skills, stakeholder management, time management, and prioritization when managing multiple projects.
You have attention to the details, and thrive in an ever-evolving work atmosphere

Responsibilities

Brand advocate and consumer-centric individual who will strive to provide best-in-class experiences for our consumers.
Work cross-functionally with peers and upper management to solve complex escalations and enhance the customer journey
Manage inbound communications for product, service, leads and support requests
Receive and respond to customer communications, cases, or chats through to resolution
Work with Polestar Spaces & Service Points to ensure seamless communication for all involved parties
Follow up with current customer product, service, and support inquiries
Build and maintain professional relationships with our customers throughout their experience
Resolve and handle incoming customer advocacy cases through to resolution escalating to the appropriate team member where necessary
Deliver a white glove customer experience through all available methods of communication
Stay up to date on Polestar news, product and software