Customer Experience Advocate

Leading the future in luxury electric and mobilityAt Lucid, we set out to introduce the most captivating, luxury electric vehicles that elevate the human experience and transcend the perceived limitations of space, performance, and intelligence. Vehicles that are intuitive, liberating, and designed for the future of mobility. We plan to lead in this new era of luxury electric by returning to the fundamentals of great design – where every decision we make is in service of the individual and environment. Because when you are no longer bound by convention, you are free to define your own experience. 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.
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.

The Role:

• Assist in the processes, workflows and communication expectations in an ongoing manner for daily operations in the Customer Relations 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.
• 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.
• Utilize customer feedback, analytics, and real-world cases to continuously update and improve processes, ensuring they remain dynamic and responsive to customer needs for our evolving loyalty program.
• Communicate with customers appropriately, demonstrating a deep understanding of the Lucid customer profile and their unique requirements, to ensure a personalized and exceptional experience at every touchpoint.
• Innovate, advocate, and collaborate with internal stakeholders and cross-functional departments to address and resolve Lucid vehicle owners' questions, concerns, or escalations promptly and efficiently.
• Demonstrate expertise in navigating sensitive customer concerns, focusing on root causes to prevent recurring issues and providing sustainable solutions.
• Champion the Voice of the Customer across the organization, advocating for improvements to Lucid services or offerings to enhance the overall customer experience.
• Take ownership of customer cases and see them through to full resolution, coordinating efficiently with internal departments when necessary, to ensure a seamless and satisfying customer experience.
• Cultivate customer loyalty by consistently delivering a world-class experience, exceeding customer expectations at every interaction.
• Assessing risks, opportunities, deliverables, and mitigation for projects.
• Assist with or perform administrative tasks.
• Have a passion for sustainable transportation and changing the automotive industry.

Qualifications:

• Bachelor’s Degree and/or Minimum 4 years of experience in customer experience, customer success, account management, or equivalent college degree in Hospitality. 
• Experience working under pressure in a fast-paced environment while consistently meeting standards for productivity and quality.
• Highly analytical while remaining empathetic, as to accurately evaluate information and provide an appropriate determination.
• Experienced communication skills such as, but not limited to, active listening and negotiation skills.
• Ability to decipher highly nuanced documentation, while utilizing knowledge of automotive repair information, services, techniques and/or litigation trends.
• Strong knowledge of various computer operating systems and Microsoft Office Suite products.
• Positive attitude, friendly demeanor, empathetic mindset, and commitment to providin