Description
This position is hybrid and requires an employee to be on-site in Warren 3 days a week to perform most effectively.
The Role
The GM Dealer Chat Team Leader will work closely with and report to the Dealer Chat Engagement Lead. This position will support key business goals by helping increase GM Dealer chat enrollments, improving advisor performance, and enhancing operational efficiency. The ideal candidate for the role embodies GM’s Behaviors and will bring an analytical and bold perspective on improving their team’s performance.
What You'll Do:
- Develop and coach a team of 12 – 14 advisors to provide exceptional customer service to all consumers shopping on dealer websites.
- Create a dynamic team culture that is focused on increasing leads and lead quality for dealerships enrolled in the program.
- Daily monitoring of priority KPI performance including lead conversion, chat response time, chat coverage, and overall productivity
- Assist with dealership sales demos and present program information at request.
- Create, implement, and maintain all internal processes and conversation flows to achieve business results and maintain best-in-class customer experiences for our customers and dealers.
- Perform monthly Quality Reviews (QR) to assigned advisors and deliver feedback to promote personal & professional growth.
- Provide proactive support and direction to Advisors working with customers that request assistance with vehicle/dealer questions.
- Collaborate with other BUs, via regular check-ins, to understand new initiatives and impacts cross-functionally.
- Create coaching materials and lead group coaching sessions of advisors.
- Leverage data and analytics to drive business decisions.
- Perform administrative duties including timekeeping and other support as needed for contract resources.
- Identify potential areas of improvement in business process, workflow or within GM tool and systems.
- Complete any required training or industry-specific certifications to maintain the technical knowledge and skills necessary to perform the job at or above the standard required.
- Complete ad hoc projects within aggressive timelines as delegated by leadership.
- Must be able to work Monday through Friday but remain flexible on hours depending on the needs on the team.
What Can Give You a Competitive Advantage (Preferred Qualifications)
- Bachelor’s Degree preferred
- Gets things done (High Capacity, High Quality Output, Quick Pace)
- Effective at engaging & influencing others
- Analytical/problem solving skills
- Communication – oral, written, presentation skills
- Automotive retail experience preferred
- 2+ years of experience in customer service or sales related profession
- Computer navigation and proficiency in Excel, PowerPoint and Word
- Ability to deal with ambiguity and adapt quickly in a fast-pace environment
- Ability to manage multiple projects/activities within aggressive timelines
#LI-JT2
GM does not provide immigration-related sponsorship for this role. Do not apply for this role if you will need GM immigration sponsorship now or in the future. This includes direct company sponsorship, entry of GM as the immigration employer of record on a government form, and any work authorization requiring a written submission or other immigration support from the company (e.g., H1-B, OPT, STEM OPT, CPT, TN, J-1, etc.)
This role is categorized as hybrid. This means the selected candidate is expected to report to a specific location at least 3 times a week {or other frequency dictated by their manager}.
This job is not eligible for relocation benefits. Any relocation costs would be the responsibility of the selected candidate.
About GM
Our vision is a world with Zero Crashes, Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better, safer and more equitable for all.
Why Join Us
We believe we all must make a choice every day – individually and collectively – to drive meaningful change through our words, our deeds and our culture. Every day, we want every employee to feel they belong to one General Motors team.
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Non-Discrimination and Equal Employment Opportunities (U.S.)
General Motors is committed to being a workplace that is not only free of unlawful discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that providing an inclusive workplace creates an environment in which our employees can thrive and develop better products for our customers.
All employment decisions are made on a non-discriminatory basis without regard to sex, race, color, national origin, citizenship status, religion, age, disability, pregnancy or maternity status, sexual orientation, gender identity, status as a veteran or protected veteran, or any other similarly protected status in accordance with federal, state and local laws.
We encourage interested candidates to review the key responsibilities and qualifications for each role and apply for any positions that match their skills and capabilities. Applicants in the recruitment process may be required, where applicable, to successfully complete a role-related assessment(s) and/or a pre-employment screening prior to beginning employment. To learn more, visit How we Hire.
Accommodations
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