Customer Service Representative

Job Title:

Customer Service Representative

Job Description

This role serves as a Universal Advisor, responsible for managing day-to-day interactions with customers across multiple communication channels. You will provide high-touch, luxury-level customer support while collaborating closely with team leaders, dealership personnel, field organizations, brand quality teams, and other internal partners. Your mission is to deliver a seamless, premium customer experience by resolving customer concerns, supporting vehicle connectivity and technology questions, and handling case management from start to finish with empathy, professionalism, and precision.

Responsibilities

+ Create and support a team culture that places the luxury customer at the center of every interaction while delivering operational excellence and contributing to an engaging, vibrant workplace.

+ Handle customer cases in a timely manner, proactively seeking appropriate and tailored solutions for luxury customers and treating each interaction with empathy, understanding, and professionalism.

+ Take initiative to resolve complex, multi-faceted customer problems and ensure team leaders and senior advisors receive accurate updates on case status, recommendations, and resolutions.

+ Provide technical troubleshooting support for inbound calls related to vehicle connectivity, in-vehicle Wi‑Fi, infotainment systems, and the MyBrand mobile application.

+ Assist fellow team members with research and resolution of escalated situations, including conducting root cause analysis and recommending corrective actions.

+ Participate in weekly quality audits with team leaders to identify opportunities for improved performance, process compliance, and overall customer experience, and deliver clear feedback on case standing to team leaders and senior advisors.

+ Interface daily with various levels of call center leadership and, when needed, higher-level leadership, executing on directives and aligning with strategic objectives.

+ Consistently exceed Universal Advisor team key performance indicators (KPIs), including service level, customer satisfaction, and on-time completion of activities.

+ Perform administrative duties such as documenting all customer contacts, following up with customers, dealers, field staff, and other stakeholders, and accurately recording all actions taken in the case management system.

+ Drive continuous improvement by identifying process enhancements, sharing best practices, and helping the team deliver a Tier 1 luxury customer experience that exceeds industry standards.

+ Provide professional and thorough customer service in a call center environment, ensuring every interaction reflects the standards expected of a flagship luxury automotive brand.

+ Support case management activities related to service concerns, dealer support, and other customer care issues, ensuring timely and accurate resolution.

+ Maintain strong verbal and written communication with customers and internal partners, clearly explaining solutions, next steps, and expectations.

+ Manage multiple customer cases and internal activities simultaneously while meeting aggressive timelines and maintaining a high level of empathy and accuracy.

Essential Skills

+ Bachelor's degree or equivalent work experience.

+ At least 2+ years of experience in customer service, with luxury customer service experience strongly preferred.

+ At least 1+ year of experience in an automotive customer service-related profession (preferred but not required).

+ Proven call center experience, including handling inbound calls and working within a structured contact center environment.

+ Demonstrated experience in case management, including tracking, documenting, and resolving customer issues from start to finish.

+ Experience supporting service concerns and providing dealer support or coordination as part of customer resolutions.

+ Strong verbal and written communication skills, with the ability to communicate clearly, professionally, and empathetically with luxury customers.

+ High level of professionalism, thoroughness, and attention to detail when interacting with customers and internal stakeholders.

+ General technical proficiency, including problem solving and troubleshooting skills related to technology and connected products.

+ Familiarity with both Android and Apple devices, with the ability to assist customers who use these platforms in conjunction with high-tech vehicles.

+ Proficiency in computer navigation and use of Microsoft Excel, PowerPoint, and Word.

+ Strong reading comprehension skills, enabling accurate understanding of customer concerns and internal documentation.

+ Ability to work effectively in a fast-paced, dynamic environment and adapt quickly to change and ambiguity.

+ Ability to manage multiple projects or activities simultaneously while maintaining high-quality customer interactions.

+ Demonstrated reliability, including consistent attendance, punctuality, and follow-through on commitments.

+ Strong…