Washington, D.C, DC
Washington, D.C, DC
Posted: 20-Dec-24
Location: Wadsworth, Ohio
Type: Full Time
Categories:
Required Education:
Enthusiast Auto Holdings (EAH) is a highly successful eCommerce company in the automotive parts industry. EAH goes to market via nine enthusiast focused websites - ECS Tuning, Turner Motorsport, Pelican Parts, Rennline, Texas Speed & Performance, Z1 Motorsports, Z1 Off-Road, EVANNEX and RCI Off-Road.
EAH serves the automotive enthusiast; customers who are passionate about how their vehicle looks and performs, by providing the parts, content, knowledge and support to make their automotive vision come to life. We also serve a global network of specialty installer shops that solve for customers looking for a "Do it For Me" option.
Led by a strong leadership team, EAH generates market leading profitability and has experienced high rates of organic growth, including through and following the pandemic. The company has also successfully grown through multiple acquisitions.
EAH is owned and supported by Cortec Group, a premier private equity firm, Cortec has invested millions of dollars to expand EAH’s operations, facilities, technology, and leadership. EAH has recently completed a significant facility expansion at its primary distribution center and is in the process of implementing enterprise-level ERP / WMS / OMS systems.
EAH and is now seeking to strengthen the Evannex team with a Customer Advocate as the business continues to scale.
Evannex is the leading ecommerce destination for Tesla and EV enthusiasts across the world based out of Northeast Ohio. Evannex is looking to add a Customer Advocate to its NEO based team.
The Customer Advocate is responsible for providing best-in-class customer experience for Tesla and EV owners. In this role you will be the forefront in communication with our customers via all methods including social media, forums, phones, live chat and email. Your mission will be providing Evannex customers with outstanding customer service and product support.
This role will an important part of providing insight and customer feedback to aid in New Product Development, Website Experience, Product Feedback, and more.
Daily tasks include:
- Interacting with Evannex customers via the following methods: phone calls, live chats, emails and messages received through our social channels.
- Provide exceptional customer service through prompt, accurate, and informed responses to customer inquiries and complaints.
- Enter and modify customer orders as needed ensuring all orders are processed in a timely manner.
- Maintaining customer orders by providing order updates and transparent communication with our customers.
- Responsibilities
- Customer Focused – In this role you are required to keep the customer’s needs front and center, providing an overall positive relationship. Provide exceptional customer service that leaves a lasting positive impression on the customer.
- Product Support – In this role you will be responsible learning and providing support across our product offerings, so you are able to help customers seeking advice and/or recommendations, fitment/vehicle, order placement, etc. You will be responsible for providing customers with a solution that closely meets their needs and expectations.
- Social media/Forum Engagement – In this role you will be responsible for communicating with customers on our social media platforms, and providing clear and effective communication with customers who are seeking advice/support.
- Order Maintenance – In this role you will be responsible for keeping all customers informed regarding updates with active orders. You will be responsible for updating order ETA’s by providing clear communication while offering solutions that would enable a more pleasant outcome for our customers.
- Team Player – In this role you must be a team player by supporting your immediate co-workers, as well as cross-functional teams. There will be times where the team is asked for assistance and cooperation in completing tasks, which you must be willing to participate in with a positive and up-beat attitude.
Requirements:
- Passionate about the EV industry - Previous experience with Tesla or EV is Preferred
- Upbeat, cheerful, positive personality that is customer focused and has the ability to remain calm under pressure.
- 1 – 2 years of proven experience in customer service and or sales with the ability to troubleshoot and successfully resolve customer issues.
- Excellent communication skills, with the ability to interact effectively with both customers and internal stakeholders.
- High school diploma or equivalent; additional education or certifications in customer service or product support is a plus.
- Professional phone etiquette and written communication skills.
- Strong organizational skills and attention to detail.
- Skilled at computer and data entry skills
- Ability to work independently as well as part of a team.