[Skip To Content]

Assistant Manager for GM Dealer Chat

  • 위치
    • Warren, Michigan
  • 일정 Full time
  • 게시됨

설명

​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 Assistant Manager for GM Dealer Chat will be responsible for developing Dealer Chat strategy and overseeing performance results.  This position will support business goals through increasing GM dealer chat enrollments and driving revenue while enhancing customer/dealer satisfaction. The Dealer Chat assistant manager will lead performance using various GM systems to proactively identify ways to enhance dealer/customer experiences while building strong relationships with Advisors, Team Leads and multiple cross-functional stakeholders.  This position is responsible for managing the relationship between our enrolled dealers and their customer while selling additional dealer chat enrollments.

The ideal candidate for the role embodies GM’s Behaviors and brings an analytical and bold perspective on how to create a best-in-class chat experiences for our dealers and customers.  Ability to lead change, collaborate and influence across all functions, effectively prioritize and thrive in an ambiguous / fast-paced environment is a must. This position needs to understand the functions of IEX Workforce Management while monitoring Microsoft Teams and Advisor chats.

Responsibilities:

  • Oversee the daily management of GM Dealer Chat Advisors and support the overall goals of conversion, quality, and customer satisfaction

  • People Leadership of a group of 4 Team leaders and a group of 60 contract advisors and support team

  • Create and promote a team culture that puts the dealer and customer at the center of everything that we do while delivering operational excellence and maintaining an engaging, vibrant workplace

  • Daily monitoring of priority KPI performance including lead conversion, chat response time, chat coverage, and overall productivity

  • Monthly strategy and monitoring of dealer enrollments and revenue goals

  • Provide proactive support and direction to Advisors working with customers that request assistance with vehicle/dealer questions and issues via chat

  • Effective data analytics to identify pain point, prioritize work and create enhancements

  • Use data analytics to develop and execute marketing campaigns to increase revenue

  • Drive consistency across the team by regularly reviewing processes and workflows to identify team training opportunities or improved efficiencies

  • Review and approve weekly Advisor payroll submissions and time off requests

  • Manage special projects or new customer initiatives as the need arises

  • Development of leadership presentations for strategic reviews and forums

  • Assess and plan necessary training initiatives based on trends

  • Collaborate with agency partners to guide marketing refresh and digital footprint

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

[Additional Description]

Qualifications/Requirements:

  • Bachelor’s Degree preferred

    Business Management, Marketing or Finance, or Equivalent Work Experience in these fields

  • 3+ years of experience in customer service-related profession

  • People Leader Experience Preferred

  • Dealership Experience is a plus

  • Supplier Management/Contact Center experience preferred

  • 3+ years of experience in sales with proven success achieving sales targets

  • Self-motivated, driven to excel, capable of always providing a white glove experience to customers

  • Ability to inspire and drive employees to elevate performance, deliver successful metrics and adhere to GM’s Cultural Behaviors

  • Demonstrated ability to work with minimal supervision on unstructured assignments

  • Strong organizational, communication and collaboration skills

  • Effective Communicator across all media—verbal, written, social media savvy

  • Experience with Microsoft Office Required

  • Siebel/Advisor Workbench, XM Discover, Oracle Business Intelligence Software, IEX Workforce Management Preferred

  • Automotive retail experience preferred

  • 10% travel Domestically

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.

다양성 정보

General Motors는 법적으로 금지된 차별을 배제하는 것은 물론 포용성과 소속감을 진정으로 장려하는 직장이 되기 위해 노력하고 있습니다. 당사는 다양성이 보장되는 환경에서 직원들이 역량을 발휘하고 우리 고객을 위한 더 좋은 제품을 개발할 수 있다고 믿습니다. 따라서 입사에 관심 있는 사람이 있다면 포지션별 주요 업무와 자격을 확인하고 본인이 보유한 기술과 능력에 부합하는 모든 포지션에 적극적으로 지원하기를 장려합니다. 지원자는 채용 과정에서 역할 관련 평가(해당하는 경우) 및/또는 채용 전 스크리닝을 통과해야 합니다.  자세한 정보는 GM 채용 과정 안내를 참고하십시오.

공평한 취업 기회 선언 (미국)

General Motors는 공평한 기회를 제공하는 고용주임을 자부합니다.  자격을 만족하는 지원자는 인종과 피부색, 성별, 성적 지향, 성별 정체성, 국적, 장애, 재향 군인 보호법 적용 여부와 상관없이 채용 후보로서 심사를 받습니다. 

숙소 (미국 및 캐나다)

General Motors는 장애인을 포함한 모든 구직자들에게 취업 기회를 제공합니다. 구직이나 취업 지원에 도움이 되는 합리적인 숙소가 필요한 경우 Careers.Accommodations@GM.com으로 이메일을 보내시거나 800-865-7580으로 전화주십시오. 이메일에, 귀하가 요청하는 특정한 숙소에 대한 설명과 귀하가 지원하는 직무와 채용 요청서 번호를 포함해주세요.