Customer Experience Advisor

Polestar Automotive • Mahwah, NJ

71d

About The Position

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.

What This Job Offers

• Career Level: Entry Level
• Industry: Merchant Wholesalers, Durable Goods
• Education Level: Associate degree
• Number of Employees: 1,001-5,000 employees