Inbound Outbound Queue Associate Jobs in Massachusetts

As a Delivery Associate, your primary responsibility will be to successfully facilitate the delivery of customer vehicles, ensuring vehicle readiness prior to the customer appointment and completion of all required documentation. On the day that customers receive their vehicles, you will walk owners through all the key features and functions of their Lucid vehicle. Deliveries should be tailored to the owners needs through asking the appropriate questions to deliver on an exceptional customer centric experience. The Delivery Associate also assists in facilitating lease-end vehicle returns, scheduling grounding appointments and ensuring all documentation is properly completed and logged.

Who we are looking for:

You are an enthusiastic and engaging quick learner with a fondness for providing memorable and enjoyable experiences. You will seek to understand the customer, learning preferences and personalizing the experience. You are highly organized, personable, and thrive in a dynamic work environment.

The Role

Customer Facing:

Manage a pipeline of assigned deliveries through regular communication with Sales Specialist to align on delivery readiness

Conduct pre-delivery conversations with customers to confirm delivery details and set clear expectations

Guide customer through the key features and functions of their Lucid vehicle and tailoring the experience to their needs, whether at a delivery center, virtually, or an offsite location

Conduct post-delivery conversations with customers to address any questions which may arise after the day of delivery

Manage a pipeline of lease-end customers to schedule grounding of their vehicle upon lease maturation, scheduling appointments to ensure timely return of vehicles

Conduct lease-end vehicle intake appointments

Represent Lucid by articulating our technological, design, and quality advantages over competitors to benefit the customers purchasing decision

Utilize Salesforce to document essential details such as inbound/outbound activity, information during the delivery ceremony, and delivery specifications

Show a commitment to refining and adapting your approach to continuously enhance the customer experience, using feedback and customer delivery outcomes as guideposts

Operational:

Manage vehicle readiness for all customer deliveries in your pipeline, including final quality check prior to vehicle handoff

Prep and stage vehicles in delivery area prior to customer appointments

Accurately complete required paperwork and collect necessary documents to finalize delivery or complete grounding of a lease return

Book and track final mile transport as necessary, coordinating with the customer and carrier

Assist with daily operations as needed

Qualifications:

2-5 years years of customer facing professional experience.

Excellent interpersonal and organizational skills with the ability to relentlessly prioritize and problem solve

Comfortable navigating ambiguity

Experience in a luxury retail or hospitality environment preferred.

Comfort with using Salesforce or equivalent CRM system.

A Bachelors degree or equivalent experience in business, sales, or related discipline.

Ability to engage with all customers and members of the Lucid community in an authentic and courteous manner.

Demonstrates a passion and enthusiasm for Lucid products and technological advances.

Ability to gauge customer's requirements and interests to deliver a personalized and relevant interaction.

Possesses strong relating skills including strong oral and written communication, empathy, and active listening ability.

Ability to continually refine and adjust engagement approach to improve customer experiences through feedback and review of customer delivery outcomes.

Ability to prioritize and schedule tasks independently that places the delivery experience at the center of their decision making.

Takes ownership and responsibility for studio assets, including high-value Lucid customer vehicles.

Demonstrates a passion for electric vehicles and premium vehicle markets.

Is responsible for introducing our customers to their vehicle and creating a memorable orientation experience.

Manages and overcomes customer feedback in a cordial and calm manner.

Acts with urgency and champions excellence in all company objectives.

Available to work weekends, evenings, nights, and holidays as needed.

Valid drivers license with no suspensions within the past year. Drivers under 21 must have maintained a Drivers License for a minimum of 3 years and successfully complete Lucid Training upon hire

Deliveries may occur both in Lucid facilities or at a remote location, so both local and overnight travel will be required on occasion

Physical requirements include the ability to twist, bend, squat, reach, and stand for extended periods of time with or without reasonable accommodation.