EV Concierge Advisor | Remote
Target Start Date: January 2027
Location: Remote
About the Role
We are seeking experienced EV Concierge Advisors to support General Motors' Customer Experience EV Concierge Call Center. This role is ideal for candidates who thrive in a high-volume call center environment and enjoy helping customers navigate new technology.
As an EV Concierge Advisor, you will support current and prospective EV owners across the Chevrolet, Buick, GMC, and Cadillac brands. You will assist customers with EV products, charging solutions, reservations, orders, dealership appointments, troubleshooting, and ownership questions.
What You'll Do
- Serve as a product resource for Chevrolet EV, Buick EV, GMC EV, and Cadillac EV vehicles and related charging and energy programs.
- Support customers through high-volume phone, chat/messaging, and email interactions.
- Answer questions regarding EV products, vehicle features, reservations, ordering, dealerships, service, ownership, and home charging.
- Troubleshoot customer concerns and provide personalized solutions.
- Take ownership of customer cases from initial contact through resolution.
- Document customer inquiries, complaints, concerns, and resolutions accurately within CRM systems.
- Coordinate with General Motors teams, dealerships, and third-party suppliers.
- Escalate unresolved customer concerns to the appropriate department.
- Review and process eligible reimbursement claims and customer goodwill requests.
- Build value by recommending solutions that enhance the EV ownership experience.
- Maintain high standards for attendance, schedule adherence, productivity, and customer satisfaction.
Required Qualifications
- 1–2+ years of high-volume call center experience required.
- Customer service experience within a call center environment.
- Strong phone, written, and digital communication skills.
- Ability to manage challenging or frustrated customers professionally.
- Strong computer navigation skills with the ability to work across multiple systems and CRM platforms.
- Typing proficiency of at least 40 WPM.
- Strong reading comprehension and attention to detail.
- Excellent organization, time management, and problem-solving skills.
- Ability to learn technical product information quickly and apply knowledge from one customer interaction to the next.
- Self-motivated with a strong work ethic and an "I can help" approach.
- College degree preferred.
Remote Work Requirements
Candidates must have:
- A private, dedicated in-home workspace suitable for handling customer interactions.
- High-speed, reliable internet access.
- Reliable arrangements for personal responsibilities, including childcare when applicable, during scheduled working hours.
- The ability to work without interruptions during scheduled shifts.
Schedule Requirements
Candidates must have flexibility to work within the full operating hours:
- Monday–Friday: 8:00 AM–12:00 AM EST
- Saturday–Sunday: 9:00 AM–9:00 PM EST
Multiple shifts are available; however, shift assignments and shift changes may occur throughout the year. Candidates must be able to work during any of the listed operating hours. Business hours are subject to change.
Training & Attendance Commitment
This position requires a significant training and attendance commitment.
- Training is approximately 8 weeks.
- No extended time off is permitted during training or the first 60 days on the production floor.
- Preplanned appointments or partial-day commitments should be communicated during the first week of training.
- Consistent attendance and schedule adherence are essential for success in this role.
- Candidates located within 50 miles of GM's Detroit Headquarters/Warren Tech Center should be prepared for potential virtual and/or onsite training requirements.
Interview Process
Qualified candidates should be prepared to complete:
- Initial recruiter screening
- Typing test requiring 40+ WPM
- Behavioral interview questions focused on:
- Handling difficult or upset customers
- Meeting deadlines and performance goals
- Working successfully with limited instructions
Who We're Looking For
We're looking for candidates who are adaptable, dependable, customer-focused, and comfortable in a fast-paced call center. The ideal candidate can de-escalate difficult situations, quickly learn EV technology, navigate multiple systems, and take ownership of a customer's experience from beginning to end.
If you have high-volume call center experience and are excited about electric vehicles and the future of automotive technology, we'd love to hear from you.