Lucid’s mission is to inspire the adoption of sustainable energy by creating the most captivating luxury electric vehicles, centered around the human experience. Working at Lucid Motors means having a shared vision to power the future in revolutionary ways. Be part of a once-in-a-lifetime opportunity to transform the automotive industry.
The primary goal of a Customer Experience Advocate Team is to drive performance and promote communication at the highest level, to ensure a world-class customer experience and resolution services to Lucid vehicle owners on complex, high level concerns. The ideal candidate will possess the ability to identify and coordinate as such with cross functional departments, and exhibit a strong understanding of empathy, professional drive, critical thinking or analysist of root-causes, while championing the Lucid customer experience. Self-motivated and resourceful individuals, with a capability to create strong internal networks will thrive in this role. The ability to develop excellent relationships with Lucid vehicle owners, as well as internal departments to effectively address customer concerns to provide remedies will be crucial.
Responsibilities:
Create the processes, workflows and communication expectations in an ongoing manner for daily operations in the Customer Experience Advocates team, to build relationship and ultimately earn customer Loyalty. Using new learnings, and cases, and update processes in an evolving manner for the loyalty program.
Deliver strong performance across the Customer Experience Advocate team based on metrics. Within existing software, utilize appropriate metrics, stages, and follow up protocols to ensure customers are heard, prioritized, and issues are resolved.
Communicate appropriately, understanding the Lucid customer profile, and their needs.
Innovate, advocate and ensure Lucid vehicle owner’s questions concerns or escalations are met, partnering with internal stakeholders and cross-functional departments when needed.
Highly skilled in navigating sensitive customer concerns, focusing on root causes, and prevent additional similar concerns.
Ensure the Voice of the Customer is heard. Advocate for the customer, by driving improvements for Lucid services or offerings. Champion customer experience to all departments.
Take ownership of a customer case to full resolution, communicating efficiently with internal departments when needed.
Ensure customer loyalty, by providing Lucid customers a world-class experience.
Requirements:
Minimum 4 years of experience in customer experience, customer success, account management, or equivalent college degree in Hospitality.
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, attentive to details, demonstrating strong critical thinking, common sense, and innovation when situations require.
Understands both Mechanical and Cosmetic repair times, skills and cost management.
Willingness to learn new and innovative automotive technologies.
Familiar with Outlook, and MS Office Suite
Verbal and written skills in English, with a focus on tone and grammar when communicating.
Nice to Haves:
Automotive industry experience or start-up experience.
Verbal and written skills in Canadian French and Arabic.
Be part of something amazing
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.
At Lucid, we don’t just welcome diversity – we celebrate it! Lucid Motors is proud to be an equal opportunity workplace and is an affirmative action employer. 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.
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.
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