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Asst Manager – Messaging Experience Lead

  • Ubicación
    • Warren, Michigan
  • Cronograma Full time
  • Publicado

Descripción

​This role is categorized as hybrid. This means the successful candidate is expected to report to [7000 Building, Warren MI ] three times per week, at minimum [or other frequency dictated by the business]

The Customer Assistance Center is responsible for overseeing the customer experience for Chevrolet, Buick, and GMC. They handle all initial and general customer inquiries, including Requests for Information (RFI), warranty and vehicle questions, Field Actions (Recalls). They also handle customer concerns where the customer has had prior dealership interaction or repairs, and are looking for further assistance or mediation with their dealer.

The Messaging Experience Lead will need to:

  • Develop and maintain best-in-class customer experiences for digital engagement

  • Create and implement all experience processes, conversation flows or digital strategies to achieve desired business results

  • Collaborate with a variety of business stakeholders including Marketing, Field, Sales, Dealer Relations and Product Development teams

  • Identify potential areas of improvement, both from an IT capabilities perspective and business process and workflow standpoint, and translate into IT requirements

  • Support or liaison with IT, Legal/Public Policy and Engineering to create solutions that best suits the Customer & Brand, Executive, Dealers, develop test cases, and enhance tools and applications for Advisors

  • Establish and maintain measurement framework and monitor experience KPIs. Collaborate with Engagement Lead on supplier opportunities

  • Provide input to forecast staffing COE on short-term & long-term staffing updates

  • Monitor Customer interactions, service levels, costs, average call handle time and quality

  • Provide input to GM training and curriculum development to deliver the desired customer’s experience for digital engagements

  • Attend quality calibration sessions

  • Drive process compliance and overall performance with Contact Center leadership

  • Provide insight and develop the annual budget and general business planning to meet annual targets

  • Conducts full investigation of cases against set criteria and provides resolution by weighing the financial / customer relations impact

  • Reviews individual customer cases for consideration outside of normal policy or procedure.

This job is not eligible for relocation benefits. Any relocation costs would be the responsibility of the selected candidate

[Additional Description]

Qualifications:

  • BA/BS degree / or relevant experience

  • 3-5 years of call center experience with an industry leader (Required)

  • Designing digital flows and scripting for messaging/social conversations

  • Strong interpersonal communication abilities

  • Strong verbal and written communication skills

  • Digital operations and service delivery experience

  • Appropriate interpersonal styles and communication methods to work effectively with business partners to meet mutual goals required

  • Knowledge of and ability to effectively use computer software as it pertains to the job responsibilities

  • Actively identifies new areas for learning and takes advantage of learning opportunities

  • Communicate effectively complex ideas with executive management

The experience lead should have:

  • Excellent communication, collaboration, and delegation skills.

  • Demonstrated ability to drive results of in-direct reporting teams

  • Problem resolution

  • Demonstrated ability to manage multiple projects/programs

  • Proven performance management skills: setting clear goals and objectives, measuring performance, and providing guidance and direction to staff that improve performance.

  • Desire to drive excellence in servicing Customers when faced with urgent and critical situations.  Appropriate interpersonal styles and communication methods to work effectively with business partners to meet mutual goals required

  • High level of analytical ability where problems are unusual and difficult

  • Strong presentation, verbal and written communication skills

  • Positive attitude and teamwork

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.

Información sobre diversidad

General Motors se compromete a ser un lugar de trabajo en el cual no solo no haya discriminación indebida, sino que fomente con sinceridad la inclusión y el sentido de pertenencia. Creemos firmemente que la diversidad del personal crea un entorno en el cual nuestros empleados pueden prosperar y desarrollar mejores productos para nuestros clientes. Instamos a los candidatos interesados a que revisen las responsabilidades y aptitudes clave para cada puesto y se postulen para los puestos que coincidan con sus habilidades y capacidades. Es posible que, cuando corresponda, se les pida a los solicitantes que están en el proceso de contratación que completen satisfactoriamente una o más evaluaciones relacionadas con su función y/o una evaluación previa al empleo antes de comenzar a trabajar.  Para obtener más información, visite Cómo contratamos.

Declaración de igualdad de oportunidades en el empleo (EE.UU.)

General Motors se enorgullece de ser un empleador que ofrece igualdad de oportunidades.  Todos los solicitantes calificados serán tenidos en cuenta para el empleo sin distinción de raza, color, religión, sexo, orientación sexual, identidad de género, nacionalidad, discapacidad o condición de veterano protegido. 

Adecuaciones (EE.UU. y Canadá)

General Motors ofrece oportunidades a todos los solicitantes de empleo, incluyendo las personas con discapacidades. Si necesita una adecuación razonable para ayudarle con su búsqueda o solicitud de empleo, envíenos un correo electrónico a Careers.Accommodations@GM.com o llámenos al 800-865-7580. En su correo electrónico, incluya una descripción del puesto específico que está solicitando, así como el título del empleo y el número de solicitud del puesto que está solicitando.

 

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