DescriptionThe Client Membership Specialist supports, builds, and maintains trust as a skilled expert by providing superior knowledge of the program T&C’s and benefits designed to increase customer brand loyalty and assist consumers transitioning to Client vehicle ownership.As a Client Membership Specialist, you will take ownership of providing customers the support they need, educating them, removing blockers, deepening their vehicle ownership experience, and going above and beyond at every step of the journey. You will be an impactful leader in driving our customer service philosophy of “Treating Customers Like Family”, and you will be empowered to personalize each owner’s experience in fun and creative ways.Responsibilities
Provide an exceptional client experience in every interaction regarding their onboarding of the Membership Program. Listening to and understanding their needs to serve as a proactive primary contact when concerns or questions arise regarding the program.
Build rapport and learn how to support each unique customer, meeting them where they are in their ownership journey.
Partners with internal stakeholders and teams for troubleshooting and resolution regarding the Membership Program. Provide inbound (hotline) support for member and dealers on various issues including:
o Promotions/ Discounts and Benefits informationo Customer enrollment process
Determines the appropriate route for escalating complex issues based on the type of expertise required
Document status of all interactions indicating appropriate outcome and follow up requirements
Establish a rapport and build confidence in the Client brand recognition by proactively promoting Client products and services
Educate the client on vehicle products, services, and partners.
Take personal ownership and accountability for meeting customer needs, demonstrating appropriate levels of empathy, enthusiasm, skill and expertise – consistently courteous with customers
Utilize all resources, including the call specific applications, to obtain the correct answer for the customer
Owns the consumer experience from the very beginning to the end. Making decisions on whether to escalate or how to address client issues so the client is delighted and eager to continue to utilize the program.
Participate in projects, responsibilities, and other tasks assigned by management.
Identifies and presents out of the box ideas and changes to Leaders that will ensure this program is a world class experience.
Experience / Education
3 years’ experience communications, hospitality, retail, sales, marketing, customer service, user experience or any combination thereof.
Minimum high school diploma required; college degree preferred
An associates degree or bachelor’s degree is a plus in the areas of customer experience, communications, hospitality, retail, marketing, or related field of study.
Skills
A passion for two of the three items below is important because we are seeking people who want to build a career that is aligned with their interests.
o Exceptional customer serviceo Automotive Industry, specifically battery electric vehicles and the electrification revolutiono Cutting edge technology
Communication
o Excellent communication skills§ Comfortable and confident with text, or any written form of communication§ Savvy and demonstrate creative solutionso Present a friendly and supportive response across all interactionso Strong ability to adapt and personalize communication style to fit the style of otherso Ability to diagnose issues quickly and resolve with patience and empathy
Lives the program’s values and demonstrates these when dealing with consumers and internal colleagues
Brings an energetic and collaborative mind set to the team
Eager to work in a positive team environment where everyone strives to work to a high standard and perform to the best of their ability in order to delight their clients
Strong customer service, interpersonal and relationship-building skills
Ability to provide SME experience to fellow colleagues
Savvy with the use of technology, software, and social media applications (Facebook, Twitter, Instagram, LinkedIn, Pinterest), while continuously keeping up with current technology trends
Ability to work well in a fast paced environment
Active listening skills
Strong multi-tasking skills, organizational, time management, planning and problem-solving skills
Self-sufficient, resourceful and works well with minimal supervision
Primary Location: US-FL-MelbourneReq ID: 03YJC