Canoo Technologies Inc.

Customer Advocacy Specialist

Job Locations US-TX-Justin
ID
2021-1351
Category
Customer Journey
Type
Full Time

About Canoo

Canoo’s mission is to bring EVs to Everyone. The company has developed breakthrough electric vehicles that are reinventing the automotive landscape with bold innovations in design, pioneering technologies, and a unique business model that spans all owners in the full lifecycle of the vehicle. Distinguished by its experienced team from leading technology and automotive companies – Canoo has designed a modular electric platform purpose-built to deliver maximum vehicle interior space that is customizable across all owners in the vehicle lifecycle to support a wide range of vehicle applications for consumers and businesses. With offices around the country, the company is scaling quickly and seeking candidates who love to challenge themselves, are motivated by autonomy and purpose, and get things done.

Overview

Canoo’s Customer Journey & Aftersales Department is looking for a passionate and highly-motivated Customer Advocate Specialist team player. You enjoy working with customers, are a good listener and  have great verbal & written communication skills.

The primary responsibility of this role is to own the direct customer experience. You will be part of the “customer advocacy team” that helps customers guide them through our product portfolio. You will handle customer inquiries of any kind, qualify and answer them through the common communication channels (eg. Email, social media, phone etc.) of choice.

Reporting to the Customer Service Solutions Manager, the person in this role will support the Customer Service department's objective to deliver an exceptional customer service experience from beginning to end.

Responsibilities

  • Innovate, advocate and ensure Canoo vehicle owner’s questions concerns or escalations are met, partnering with internal stakeholders and cross-functional departments when needed
  • 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
  • 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
  • Take ownership of a customer case to full resolution, communicating efficiently with internal departments when needed
  • Ensure customer loyalty, by providing Canoo customers a world-class experience
  • Highly skilled in navigating sensitive customer concerns, focusing on root causes, and prevent additional similar concerns

Qualifications

  • You enjoy working with customers. Listening, reading and answering their enquiries
  • 4+ years of experience in customer experience, customer success, account management, or equivalent college degree in Hospitality
  • 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
  • Willingness to learn new and innovative automotive technologies
  • Automotive industry experience or start-up experience a plus

What's Cool About Working Here...

What's Cool About Working Here... 

  • Meaningful, challenging work that will redefine automotive landscape and make EVs available to everyone
  • Comprehensive Health Insurance
  • Equity Compensation
  • Flexible Paid Time Off
  • Casual workplace with an unbelievable feeling of energy

Canoo is an equal opportunity-affirmative action employer and considers all qualified applicants for employment based on business needs, job requirements and individual qualifications, without regard to race, color, religion, sex, age, disability, sexual orientation, gender identity or expression, marital status, past or present military service or any other status protected by the laws or regulations in the locations where we operate. We also consider qualified applicants with criminal histories consistent with applicable federal, state and local law.

 

Any unsolicited resumes or candidate profiles submitted in response to our job posting shall be considered the property of Canoo Inc. and its subsidiaries and are not subject to payment of referral or placement fees if any such candidate is later hired by Canoo unless you have a signed written agreement in place with us which covers the applicable job posting. 

 

Canoo cares deeply about the safety of all candidates who may be asked to participate in an in-person interview. While the company remains operational, some of our positions are remote, while others require working on-site. Canoo is following the Covid-19 protocols set forth by local state and federal governance and the CDC guidelines. Candidates who are vaccinated will be asked to provide a copy of proof of vaccination upon arrival for the interview. Candidates who are not vaccinated will be asked to provide proof of a negative Covid-19 test that is no less than 48 hours old. We ask that you practice hand hygiene, social distance, and wear face coverings to reduce the risks of exposure to Covid-19. We appreciate your cooperation with our safety protocols while you explore your future with Canoo!

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