Vehicle Purchase Program (VPP) Analyst

Description

Sponsorship : GM DOES NOT PROVIDE IMMIGRATION-RELATED SPONSORSHIP FOR THIS ROLE. DO NOT APPLY FOR THIS ROLE IF YOU WILL NEED GM IMMIGRATION SPONSORSHIP (e.g., H-1B, TN, STEM OPT, etc.) NOW OR IN THE FUTURE.

The Role

As part of GM’s Global Business Solutions (GBS) Sales, Service & Marketing organization, you will focus on executing operational and tactical tasks. You will be customer-facing and responsible for handling customer interactions while leveraging specialized skills and subject matter expertise. You will apply core contact center concepts, maintain a strong understanding of business processes, tools, systems, and policies, and deliver a high-quality customer experience through accurate, compliant, and efficient service.

What You'll Do

• Deliver an excellent customer experience through timely and accurate resolution of Vehicle Purchase Program (VPP) inquiries, aligned to VPP service standards and customer experience goals

• Support VPP-related processes with high attention to detail and accuracy in all deliverables

• Act as a reliable and responsive point of contact for employees, dealers, retirees, eligible participants, and other VPP stakeholders while maintaining effective communication and follow-through

• Resolve inquiries by utilizing available tools, desk procedures, program guidelines, and other reference materials within the knowledge base

• Strictly follow established processes for case management and issue resolution, including logging and documenting all inquiries in the case management tool

• Monitor open tasks and cases before due dates to avoid delays in processing and resolution

• Adhere to established regulations, policies, procedures, plans, and systems related to VPP administration

• Prepare required daily reports to monitor priorities, aging cases, and operational needs for the day

• Maintain and update process documents and desktop procedures to support VPP operations

• Ensure high-quality standards for all activities, initiatives, and tasks

• Adhere to all Service Level Agreements (SLAs) established for VPP case management and customer support

• Maintain confidentiality of employee, customer, dealer, and department information according to established practices

• Know, understand, incorporate, and demonstrate the vision and values of General Motors in behaviors, practices, and decisions.

Your Skills & Abilities (Required Qualifications)

• Bachelor's degree graduate in any field

• Can read and write English fluently

• Good communication skills

• Ability to handle multiple tasks, meet established deadlines, and work with composure in a fast-paced environment

• Strong attention to detail, with the ability to use judgment, data analysis, experience, knowledge, and independent thinking

• Willingness to work in a fast-moving, dynamic environment

• Ability to organize and prioritize workload effectively

• Ability to manage stressful situations without affecting work quality or relationships with leads and colleagues

• Amenable to working night shift

What Will Give You A Competitive Edge (Preferred Qualifications)

• Experience taking calls in a BPO, RPO, shared services, or contact center environment

• Experience in customer support, including customer interactions and handling escalations

• Experience supporting Vehicle Purchase Program (VPP), dealer support, customer assistance, or case management operations is a plus

• Experience working with cross-functional stakeholders and internal business partners is a plus

• Spanish-speaking analyst preferred

• Willingness to be cross-trained across different functions or departments

• Good quantitative and analytical skills

• Creative problem-solving skills

• Strong collaboration and teamwork skills

• Duties, responsibilities, and activities may change at any time with or without notice

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.

Total Rewards | Benefits Overview

From day one, we're looking out for your well-being–at work and at home–so you can focus on realizing your ambitions. Learn how GM supports a rewarding career that rewards you personally by visiting Total Rewards resources. 

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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