Vehicle Purchase Program (VPP) Analyst

Descripción

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

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 [email protected] 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.