Customer Service Specialist

EPITEC is focused on delivering exceptional customer experiences, and they are seeking a Customer Care Specialist to serve as the first point of contact for vehicle owners. This role involves providing personalized support, coordinating requests, and collaborating with internal teams to resolve customer inquiries effectively.

Responsibilities:

• Welcome new vehicle owners, address questions or concerns related to their vehicle, and proactively communicate regarding vehicle alerts while assisting with resolution needs
• Proactively reach out to customers to coordinate resolutions for vehicle concerns, dealer complaints, general inquiries, warranty and extended service contract questions, out‑of‑warranty goodwill requests, and parts‑related escalations
• Ensure timely and accurate communication with both customers and dealerships throughout the resolution process
• Provide technical support by handling complex customer cases, including technology application troubleshooting, with minimal supervision
• Collaborate with internal departments such as Training, Information Systems, Customer Management, Technical Support, Campaigns, and Operations to improve resolution outcomes
• Perform research using available tools to effectively resolve customer inquiries, including coordinating parts backorders and consulting technical specialists for vehicle‑related questions
• Meet or exceed quality standards for call monitoring and case management Key Performance Indicators (KPIs)
• Communicate applicable service campaigns or recall information and document interactions according to customer service policies and procedures
• Accurately document customer concerns received via inbound calls, written correspondence, and surveys within the case management system
• Provide inbound phone support for the customer loyalty rewards program related to vehicle servicing at participating dealerships

Requirements:

• Excellent analytical, interpersonal, verbal, and written communication skills
• Strong customer service mindset with a passion for helping others
• Proven conflict resolution and problem‑solving abilities
• Action‑oriented, adaptable, and personable with strong organizational skills
• Ability to contribute to process improvement and service enhancements
• Customer Service knowledge
• Consumer Affairs knowledge
• Customer Satisfaction knowledge
• Marketing knowledge
• Parts and Service Operations knowledge
• Sales Operations knowledge
• Vehicle Customer Support processes knowledge
• 1–3 years of directly related professional‑level experience
• Bachelor's degree from an accredited university
• Proficient with standard computer applications including word processing, spreadsheets, and other business systems
• Ability to navigate multiple systems to resolve complex customer issues efficiently