Key Responsibilities

• Field routine inbound driver calls/texts/emails for the Drive to Own Program.

• Notify applicants of approval status and conduct program enrollment.

• Collect security deposits and create billing accounts.

• Provide first-level answers on lease terms, charging partners, battery warranty, and roadside assistance.

• Escalate insurance claims, warranty claims, and complex billing disputes cross departmentally.

• Update contact call logs accurately into reporting tools.

• Create, address, and close tickets using CRM systems.

Core Skills

• Clear phone/written communication, comfort with high call volume, basic CRM proficiency, ability to

follow SOPs closely, critical thinking.

Success Metrics

• Contact resolution accuracy, adherence to escalation SOP, driver satisfaction on handled contacts.