Job Description

At Polestar we don't just drive innovation in our cars – our entire business model is different from our competitors. We’re looking for a creative, innovative, experienced, and hands-on professional to provide our customers with high quality roadside assistance in our growing Customer Experience Call Center.

ABOUT POLESTAR

Polestar is an electric performance car brand, determined to improve the society we live in by driving the change to sustainable mobility. We are a global team of highly talented individuals who share a passion to change the world. We challenge conventions and we challenge ourselves for the purpose of innovation. We believe innovation is a team effort and that just like each component is critical to the performance of our cars, each person working at Polestar is as important to the team and its performance. We work in close collaboration across empowered global teams that don’t settle for anything less than excellence.

Is this you? If you are interested in joining the Polestar family, don't wait to submit your application. We apply a continuous selection process, and the job post will be open until the position is filled.

LET US DESCRIBE THE CHALLENGE WE OFFER

The Roadside Assistance Advisor is a key role within our Customer Experience Center and will be responsible for supporting and building customer relationships in potentially urgent and high stress situations. You will be responsible for resolving and escalating roadside assistance cases in a prompt and timely manner. This individual will also support the rest of our Customer Experience team where necessary.

We are hiring enthusiastic individuals for a number of shifts based in our Mahwah New Jersey office which operates 24/7/365. Schedule flexibility and ability to work overnight and/or weekends is required.

WHAT YOU’LL DO

• Deliver high levels of customer experience to our customers in a calm and professional manner, ensuring customer safety is our top priority

• Gather all important information from customers to provide excellent roadside experience in a professional and timely manner

• Coordinate towing, emergency services dispatch, alternate transportation, and service booking where necessary

• Evaluate the needs of our customers and work in a proactive and professional way to make determinations on appropriate services

• Receive and respond to customer communications, cases, or chats through to resolution

• Build and maintain relationships with a premium automotive customer throughout their experience

• Demonstrate a clear understanding of elevated customer experience and follow through for a variety of customer needs

• Work along side Roadside Assistance team to deliver high level of customer experience to Polestar customers

• Research and meticulously document customer cases, desired resolution, and any other needs or considerations

• Work with customers to resolve incoming inquiries, difficulties and cases by offering customer centric solutions

WHO YOU ARE

• 1 –2 years of experience in a customer experience position

• High school diploma or equivalent

• Bilingual in Spanish or French is highly desirable

• Flexible schedule and availability for assisting team 24/7

• Willingness to work in a call center office environment (highly structured, closely measured) that is open 24/7, 365 days a year

• Excellent verbal and written communication skills, with the ability to handle high call volumes or unexpected situations calmly and effectively

• Comfortable communicating with teams within the organization in a prompt and professional manner and providing front-line perspectives on key issues

• You have a passion for customer experience and are excellent at building relationships with customers

• You are an agile learner and comfortable with technology, learning new tools, and able to work with a variety of content areas/teams

• Proven project management skills, stakeholder management, time management, and prioritization when managing multiple projects.

• Tech savvy with knowledge of PC and telephony systems

Company Description

Polestar - the guiding star. We are an electric performance brand, determined to improve the society we live in. Our focus is on uncompromised design and technology. Passion and emotion drive us, electricity and innovation drive our cars. Our products are excellent, efficient and entertaining. In Polestar’s future, there is no room for shortcuts, excuses or compromises. We are all in, dedicated on our ambition. Guiding our industry forward through pure, progressive, performance. At Polestar, the sky is the limit.