[Hiring] Customer Resource Manager @General Motors

Role Description

This position does not require the employee to be on-site full-time to perform most effectively. The employee’s role enables them to work off-site on a permanent basis, covering territory visits to dealerships with a reoccurring frequency. This territory covers dealerships within the Northcentral Region. The selected candidate must live within a 50-mile radius of the Metro Detroit, MI area or relocate to the assigned territory. This job may be eligible for relocation benefits.

The Customer Experience Team within Customer Care and Aftersales (CCA) is laser focused on delivering a leading customer experience. We attract more customers by focusing on processes which drive retention and contribute to the revenue that we generate in CCA. We elevate every customer engagement to improve outcomes for our dealers and customers. We remove obstacles and provide support to our field team to drive high-impact process improvements which help build trust with our field partners, dealers, and end customers.

The Customer Resource Manager has a passion for delivering exceptional customer experiences by handling and resolving issues in a timely manner. They own critical customer interactions and advocate for the customer bridging communications between the Customer Assistance Center, the dealership, and our field team.

This is a high-profile role which interacts directly with our Business Resource Center facilitating repurchases and exchanges, goodwill, policy, and CSI exceptions to help resolve customer issues. They will be highly engaged with key customer issues including cases involving the Better Customer Bureau (BBB), state agencies including supporting Lemon Law processes as well as small claims or other arbitration dispute resolutions.

Qualifications

• Bachelor’s degree or equivalent experience
• 3-5 years of experience in automotive sales, marketing, or a related field
• Strong interpersonal skills and ability to work with others within and outside the organization
• Strong planning, time management, organizational, and computer skills
• A valid driver’s license is required
• Ability to travel up to 50%

Requirements

• Develop and innovate new solutions to create a world-class customer experience
• Take full ownership of customer issues, managing each case from initial contact through to resolution to ensure a positive outcome
• Utilize superior communication skills and problem-solving abilities to optimize workflow and reduce bottlenecks for our customers to improve outcomes
• Analyze customer and dealer data to support process improvements for our dealers to ensure customers are satisfied with the time to complete their vehicle service visit and that the vehicle was fixed right the first time
• Manage interactions with the Customer Assistance Center and our retail field partners including end-to-end execution for high-profile referrals
• Coordinate empowerment and goodwill initiatives and lead training on the available tools
• Attend and participate in local dealer and field team meetings to help dealers identify opportunities and trends to drive process improvement
• Act as the Regional Liaison with outside agencies representing our customers, including attending hearings or depositions if needed
• A passion for great customer experiences as well as automotive industry acumen and versatility to work cross-functionally across the organization and engage effectively with our retail dealer body

Benefits

• Medical, dental, vision
• Health Savings Account
• Flexible Spending Accounts
• Retirement savings plan
• Sickness and accident benefits
• Life insurance
• Paid vacation & holidays
• Tuition assistance programs
• Employee assistance program
• GM vehicle discounts
• Relocation benefits may be available