Requisition Title

Description

Summary

The Electric Vehicle (EV) Customer Experience (CX) Specialist will work with Ford Pro electric vehicle customers, dealers, and prospective buyers on questions and concerns relating to Ford Pro's suite of EV products and services. This role will also serve as the primary technical support for all Ford Pro Charging retail commercial and fleet charging customers, including multi-tier support, general inquires and issues associated with Ford Pro Charging software, hardware, and systems. The EV CX Specialist will work to earn and retain their brand loyalty for a globally recognized provider of high-quality automotive products and services.

Responsibilities

• Engage with existing and prospective EV Charging customers via phone, email, chat, SMS and other correspondence.

• Own the customer experience - think and act in ways that put our customers first, creating relationships, understanding the customer needs, concerns, and preferences through active listening, and providing exceptional service at every touchpoint, and make them promoters of our products and services.

• Provide dedicated customer support while communicating effectively and accurately recording customer concerns which include diagnoses of issues through advanced troubleshooting, and in-depth knowledge of our client's products.

• Responsible for driving issues to resolution within SLA/issue management goals and communicate resolution efforts back to internal stakeholders, team members and the customer. Identify and assess customers' needs to achieve satisfaction through open and interactive communication.

• Provide accurate, valid, and complete information by using the right methods/tools.

• Attends assigned training sessions for further improvement in client and customer satisfaction, client information and job performance.

• Escalate issues as necessary to Project Management, Customer Success Managers, Sales Team and Support Engineering.

Education

• High school diploma required (Associates degree or college degree a plus)

Experience

• 1- year technical troubleshooting, incident management (e.g., outages) required. Preferably in the wireless and or telecommunications industry.

• 1-year Automotive Industry, Technology and Telematics

Skills

• Able to multitask and work in fast paced environment. Self-initiator with high level of curiosity to learn in dynamically changing EV environments.

• Establishes rapport and promotes effective relationships, upholding Percepta commitment to the customer experience through NPS, Voice of the Customer (VOC) surveys, FCR and using established procedures to resolve all customer issues.

• Show your unique skills, passion for technology, and excellent customer service skills to create the ultimate best in class experience and turn our customers into brand loyalist.

• Strong critical thinking skills and attention to detail

• Be solutions oriented and proactive, providing first call resolution eliminating repeat calls and reducing unnecessary transfers.

• Apply technical knowledge to resolve customer issues and assists with evolving technologies through effective troubleshooting.

• Use multiple software systems/applications and institutional knowledge to investigate, triage and troubleshoot electric vehicle charging inquires.

• Advanced knowledge of Microsoft Office applications

• Demonstrated ability to work independently and adapt style to rapid organizational and platform changes.

Is this a total of 3 yrs or 5 yrs of experience required or a combination?