Lucid Motors

Newark, CA, United States

Posted on: 2022-11-10

Category: emobility

Employment type:

Full time

Experience required:

Intermediate

Salary

Salary not provided

Customer Care Shift Lead

About the company:

Lucid is the new generation of EV. Our relentless focus on innovation, luxury, and sustainability drives us into a reality where you no longer have to choose between doing great things, doing the right thing, and doing everything with the highest regard for efficiency and design. There were luxury cars, then EVs, now there’s Lucid.  

Leading the future in luxury electric and mobility
At Lucid, we set out to introduce the most captivating, luxury electric vehicles that elevate the human experience and transcend the perceived limitations of space, performance, and intelligence. Vehicles that are intuitive, liberating, and designed for the future of mobility.
 
We plan to lead in this new era of luxury electric by returning to the fundamentals of great design – where every decision we make is in service of the individual and environment. Because when you are no longer bound by convention, you are free to define your own experience.
 
Come work alongside some of the most accomplished minds in the industry. Beyond providing competitive salaries, we’re providing a community for innovators who want to make an immediate and significant impact. If you are driven to create a better, more sustainable future, then this is the right place for you.

The primary goal of the Customer Care Shift Lead is to aid a team that offers world-class customer experiences and support to Lucid vehicle owners. The ideal candidate will not only possess technical acumen, but also exhibit a strong understanding of empathy, professional drive, and passion for customer service, and capable of generating the same level of performance from members of the Customer Care team. The ability to develop excellent relationships with Lucid vehicle owners, as well as internal departments, to effectively address customer concerns is crucial, as well as identifying, recommending, and driving team improvements.

At Lucid, we don’t just welcome diversity - we celebrate it! Lucid Motors is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, national or ethnic origin, age, religion, disability, sexual orientation, gender, gender identity and expression, marital status, and any other characteristic protected under applicable State or Federal laws and regulations.

Notice regarding COVID-19 protocols  
At Lucid, we prioritize the health and wellbeing of our employees, families, and friends above all else. In response to the novel Coronavirus all new Lucid employees, whose job will be based in the United States may or may not be required to provide original documentation confirming status as having received the prescribed inoculation (doses). Vaccination requirements are dependent upon location and position, please refer to the job description for more details.
 
Individuals in positions requiring vaccinations may seek a medical and/or religious exemption from this requirement and may be granted such an accommodation after submitting a formal request to and the subsequent review and approval thereof by our dedicated Covid-19 Response team.
 
To all recruitment agencies: Lucid Motors does not accept agency resumes. Please do not forward resumes to our careers alias or other Lucid Motors employees. Lucid Motors is not responsible for any fees related to unsolicited resumes. 

The Role:

  • Assigns and monitors daily workload as needed, to ensure appropriate queue management. Supports the Customer Care Specialists with queue handling, acting as a player-coach when needed with high attention to detail and process alignment.
  • Ensures a friendly and empathetic customer experience though stellar communication skills and a commitment to providing a white-glove luxury interaction.
  • Motivates and encourages high performance for 3-10 team members, to ensure respective shifts are led with efficiency.
  • Provides on-the-spot real-time guidance for questions or escalations, following both company and team policies and procedures. Promotes alignment to brand messaging to support opportunities for individual team members.
  • Recommends opportunities for improvements in a timely manner to manager or Leadership for larger shift or team impact. Models and ensures the highest level of support provided to customers via inbound phone calls, chats and tickets to drive performance standards and SLA’s.
  • High-level ability to deescalate and resole customer issues and provides solutions to preventing future concerns.
  • Recommends improvements from shift blockers, or other pain points. Identifies, resolves and reports areas to Leadership which may continually affect quality or efficiency of the shift or the customer experience.
  • Align with Leadership and other Shift leads on best adoption or procedural adjustments for Customer Care team and shifts.
  • Proven aptitude to learn quickly about the various business processes and procedures. Deeply understands the vehicle and accessories, with ability to advise triaging steps, or procedural steps.
  • Requirements:

  • Flexibility to support the Customer Care team and customers during the assigned shift of 8:30am-5:00pm PST (subject to change as volume or team size necessitates) for a team operating 24/7, 365 days of the year.
  • Minimum 4 years of experience in customer service or contact center experience.
  • Highly comfortable suggesting and driving improvements for operations, workflows, or processes.
  • Excellent communication and comprehension skills, and the ability to guide others to similar competence to meet team goals, as well as individual performance targets.
  • Detail-oriented and highly precise. Flexible, proactive, attention to details, and inclination to contribute with strong critical thinking and common sense.
  • Exceptional time management skills, and multitasking capabilities. Adept at working in a high pressure and fast pacing environment with several different teams.
  • Familiar with Outlook, and MS Office Suite.
  • Excellent verbal and written skills in English.
  • Nice to Have:

  • Minimum 1 year in a supervisory or managerial role for a customer service-oriented team, while still handling individual objectives
  • Start up or Automotive industry experience.
  • Verbal and written skills in Canadian French or Spanish.