FirstBank Jobs

The primary goal of a Customer Care Specialist is to provide a world-class customer experience and resolution services to Lucid Motors vehicle owners. The Specialist will be required to quickly learn the inner workings of the departments at Lucid. This role will require the ability to identify, seamlessly resolve and coordinate with cross functional departments. The ideal candidate will exhibit a strong understanding of empathy, professional drive, and passion for customer service. The ability to develop excellent relationships with Lucid vehicle owners, as well as internal departments to effectively address customer concerns are crucial.

The Role:

• Provide the highest level of support to customers via inbound phone calls, chats and tickets, escalating to cross-functional departments when necessary.
• Take ownership of customer case to full resolution, communicating efficiently with internal departments when needed.
• Advocate for the customer to improve Lucid services or offerings based on requests and reported bugs.
• Champion customer experiences and process improvements.
• Serve as product experts to educate Lucid vehicle owners and generating confidence in the operation of the Lucid products.
• Must be comfortable to answer vehicle equipment questions, vehicle operations, discuss concerns around mechanical and cosmetic issues. Continuously learn and improve product knowledge through Lucid trainings Capable of masterfully guiding both adept and amateur technical customers and mechanics through app and website, through a personal technical aptitude.
• Triage car condition or operational concerns.

Qualifications:

• Availability to work weekends and support flexible schedules to support customers at the shift times listed below: 
  • 7am -- 3:30pm ET
  • 10am -- 6:30pm ET
  • 11:30am -- 8m ET
  • 1:30pm -- 10pm ET
  • 4:30pm -- 1am ET 
• Minimum 2 years of experience in customer service or contact centers.
• 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 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).

Nice to have:

• Automotive industry experience or start-up experience.
• Fluent in multiple languages (Canadian French, Spanish or others).