Customer Service Representative

Customer Service Representative Location: Warren, MI | Hybrid Training, Remote After Training Employment Type: Contract | 40 hours/week Pay: $22.23/hr with 7 paid holidays, 2 weeks PTO, and medical contribution About The Opportunity Epitec is seeking customer-focused Customer Service Representative to support a luxury automotive customer experience program. In this role, you’ll assist customers across phone, email, and messaging channels, helping resolve customer service, technical connectivity, EV, marketing support, and mobile app inquiries. This opportunity is ideal for someone who combines strong customer service skills with technical aptitude and enjoys delivering a high touch, “white glove” experience. Work Location & Schedule Location: Warren, MI Training: Hybrid, with onsite training Tuesday through Thursday and remote training Monday and Friday Training period: 12 weeks After training: Role transitions to remote work Full-time: 40 hours per week Must have flexibility to work shifts based on business needs and shift selection Current Hours Of Operation Monday–Friday: 8:00 AM–9:00 PM Saturday: 9:00 AM–6:00 PM Hours of operation may change based on business needs. What You’ll Do Handle inbound customer interactions through phone, email, and messaging Assist with customer care, marketing support, electric vehicle, and connected vehicle inquiries Manage customer cases from initial contact through resolution in a timely, professional manner Provide accurate case updates, recommendations, and resolution information to team leadership Troubleshoot vehicle connectivity, Wi-Fi, infotainment, and mobile app concerns Build positive relationships with customers and other key partners Participate in ongoing training to expand product knowledge, technical skills, and customer service capabilities Participate in regular coaching and one-on-one sessions with team leadership Support customer experience and operational goals, including customer satisfaction, service levels, and on-time activity metrics Contribute to a team culture centered on outstanding customer experiences and operational excellence What We’re Looking For 1+ year of experience in luxury or high-touch customer service High school diploma or GED required; bachelor’s degree preferred or equivalent relevant experience Strong verbal and written communication skills Demonstrated problem-solving and troubleshooting abilities Strong general computer and navigation skills Proficiency with Microsoft Excel, PowerPoint, and Word Ability to learn and use customer experience tools and processes Ability to work effectively with limited direction and navigate ambiguity Ability to adapt quickly in a fast-paced environment Strong attention to detail and commitment to providing an exceptional customer experience Schedule flexibility based on business needs Hiring Process A typing test is required as part of the candidate evaluation process. Candidates Should Also Be Prepared To Discuss A time you successfully handled a difficult or upset customer. A time you worked toward a deadline or goal, including the outcome. A project or assignment where you had limited instructions and how you approached it. How you would differentiate service for a luxury customer and deliver a “white glove” experience. A time you went above and beyond to provide an outstanding customer experience. Why Epitec? At Epitec, we’re committed to connecting talented professionals with opportunities where they can build their skills, make an impact, and advance their careers. If you have a passion for customer service, enjoy solving problems, and are ready to bring a premium level of care to every interaction, we’d love to hear from you. Apply today through Epitec to be considered for this opportunity. #INDPRO