Descripción

Hybrid: This role is categorized as hybrid. This means the successful candidate is expected to report to the Alpharetta, GA office three times per week, at minimum [or other frequency dictated by the business].

The Role:

The Customer - Business Resource Manager is responsible for all customer case activity and for creating a bridge between the Customer Assistance Center and the dealership Customer Experience Manager.
This position is also responsible for coordinating and facilitating the communication and details for cases involving the Better Business Bureau (BBB), State agencies, applicable state Lemon Laws, small claims/not in suit matters (NISMs), and any other Arbitration Dispute Resolution (ADR) matters.
The areas supported are Business Resource Center (BRC), Repurchases and Exchanges (RVDC), Goodwill, Empowerment, Policy Expense, and CSI exceptions.

What You'll Do:

Responsible for handling high profile and executive customer cases promptly
Assist the Regional Customer Experience Manager with various customer assistance activities
Manage field/Customer Assistance Center (CAC) interaction and effectively communicate feedback
Coordinate Empowerment and Goodwill field team and dealership training
Attend and participate in local field Service Club and Zone team meetings
Identify high opportunity dealers, trends, and observations related to improving the customer experience
Act as main Regional Liaison with the Business Resource Group (BRC) on BBB/Legal cases
Attend BBB hearings and depositions as needed
Act as main interface with the field and the RVDC on vehicle repurchase activities
Face-to-Face customer engagement, dealership and Head Quarters (HQ) travel as needed

[Additional Description]

Your Skills & Abilities (Required Qualifications):

Bachelor’s degree or equivalent experience
Working mechanical and technical automotive knowledge
3+ years of field operations experience and proficient knowledge of Dealership Service & Parts Operations.
A valid driver’s license is required
Excellent oral and written communication skills
Analytical ability to address and resolve complex challenges
Strong interpersonal skills and ability to work with others within and outside the organization
Strong planning, time management and organizational, and computer skills
Willingness to travel and/or relocate

What Will Give You a Competitive Edge (Preferred Qualifications):

District Manager Parts & Service experience
Thorough knowledge of GM policies and procedures
Working knowledge of dealership fixed operations
Automotive Customer Service Experience

Competencies:

Strong Customer Orientation.
Successfully builds and maintains strong internal/external relationships.
Successfully Drives for Results & Drives Change Management.
Proficient In Process Improvement, Analytical Thinking & Data Judgement.
Effectively demonstrates Informative and Persuasive communication skills.
Effective With Timely Problem Solving. 
Consistently Demonstrates Innovation and Creativity. 
Consistently Demonstrates Initiative & Adaptability.

This position requires the ability to legally operate a motor vehicle on a regular basis.

This job may be eligible for relocation benefits.

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.

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Información sobre diversidad

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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.