CUSTOMER EXPERIENCE ASSOCIATE JOB POSTING

Like working on custom vehicles but tired of getting your hands dirty? Willing to share your vehicle knowledge and help other enthusiasts and builders get their ride on the road? Ready to be part of a complete team, where everyone pitches in, collaborates to make our customer experience the best in the industry? Put your automotive experience to use in real-world customer support for our product line. Following our troubleshooting flowcharts, tech articles, videos and wiring diagrams, we have an answer for virtually any vehicle install. Taking live calls and emails from customers to support and sell NVU product lines is what this is all about, what's great is we've been doing this for 20 years and have an answer for just about every scenario, the hardest part sometimes is figuring out what the heck the customer is talking about; that's why we need someone that speaks Hot Rod! Our customer experience team handles everything that the customer sees, from sales and technical calls to shipping, warranty tracking, web content and marketing. It's an all-in-one department for a seamless customer experience. By the end of week 1 you'll be processing orders and shipping products to our customers using our internal shipping processes, updating customers on items coming their way with tracking and tech tips for their installs. By the end of the month, you'll be taking sales calls and covering tech support for NVU products using our pre-established protocols, emails and flowcharts. Using this knowledge, you'll be assisting in updating tech support assets such as articles, troubleshooting forms and warranty tracking to improve not only the customer experience but the product as well. In the second month, depending on your area of expertise, you'll take the first month's experience and apply it to scripting preformatted email responses to common questions, streamlining procedures and collaborating with your peers in other departments to create improvements and efficiencies. You'll also be able to take this combined with your personal knowledge and apply it to new product development and release assets such as copy, photos, etc. to help grow the NVU line as new products are ready for sale. By 90 days you'll have full ownership of the role, taking care of customer's needs, generating sales funnels by helping with B2B and DTC newsletters and email campaigns, social media message responding and new customer development. Using our existing new retailer format, build upon that and start generating email lists, sending out sales sheets and other sales funnel intake items to generate additional customers for NVU. In 6 months, you will have developed your own customer base, creating consistent sales. Your process improvements will be fully realized and making a difference in customer experience, creating more time for the department to continue to develop and grow with new products, customers and processes to streamline the workflow of the service and other departments. You'll be involved with show planning, set-up and attendance where there are many opportunities to get face-to face with customers and potential customers while promoting the NVU brand. NVU prides itself with the lowest return (1%) and lowest warranty (<.3%) rates in the industry. Combining that with the fastest growing instrument company in the US and a backlog of new products in development has created the need for expansion of our team. If you are passionate and knowledgeable of custom vehicle builds, electrical and instrumentation systems, have done an engine swap and enjoy sharing your knowledge to help your fellow hot rodders, this may just be the perfect job for you. If you do not enjoy collaborating as a team to find solutions, following the established workflow processes or struggle with email and computers, then this is not the right fit for you.

WHAT MAKES YOU A GOOD FIT

You are a hot-rodder at heart, a passion for custom vehicles is what will keep your excitement in this position going. You take ownership and thrive on accountability You're adaptable, resourceful and hungry to learn. You have a clear communication style and an excellent collaborator. You're aligned with our values:

• We build beautiful, handcrafted products right here in Detroit.
• Every team member matters
• Every job matters
• Every customer matters
• Continued growth and profitability will secure all our futures.
• Together we build excellence: One team, one mission; through teamwork, pride and accountability.

Pay:

$20.00

• $28.

00 per hour

Benefits:

401(k) Dental insurance Employee assistance program Employee discount Health insurance Paid time off Vision insurance Application Question(s): Please tell us a bit about yourself, your passion for custom vehicles and your wrenching experience, especially related to electrical systems and instrumentation. Everyone is a hard worker and fast learner so let's leave that out. Tell us about a time you had to collaborate with another person/department to come up with a solution to an issue or workflow improvement. Please tell us about a time where a process or procedure wasn't followed and how it affected you or other team members. What was your response and were you able to help rectify the issue other than pointing it out? How did you interact with your teammates to rectify the situation on your own? Please let us know about a time you were able to overcome a technical difficulty (personally or professionally). Please acknowledge that the potential pay rate listed includes commission earned on direct sales by typing YES. Sales team members can earn even more!

Education:

High school or equivalent (Required)

Experience:

Automotive diagnostics: 2 years (Required) Ability to

Commute:

Oak Park, MI 48237 (Required)

Work Location:

In person