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Customer Resource Manager

  • Localização
    • Remote
  • Tipo de trabalho Full time
  • Postou
  • Job Requisition JR-202611320

Descrição

Remote:  This position does not require employee to be on-site full-time to perform most effectively. The employee’s role enables them to work off-site on a permanent basis. This position requires an employee to cover territory visits to dealerships in a reoccurring frequency.

This territory covers dealerships within the Northcentral Region. The selected candidate must live within a 50-mile radius of the Metro Detroit, MI area or relocate to the assigned territory. This job may be eligible for relocation benefits.


The Role

The Customer Experience Team within Customer Care and Aftersales (CCA) is laser focused on delivering a leading customer experience. We attract more customers by focusing on processes which drive retention and contribute to the revenue that we generate in CCA. We elevate every customer engagement to improve outcomes for our dealers and customers. We remove obstacles and provide support to our field team to drive high-impact process improvements which help build trust with our field partners, dealers and end customers.


The Customer Resource Manager has a passion for delivering exceptional customer experiences by handling and resolving issues in a timely manner. They own critical customer interactions and advocate for the customer bridging communications between the Customer Assistance Center, the dealership and our field team.


This is a high-profile role which interacts directly with our Business Resource Center facilitating repurchases and exchanges, goodwill, policy and CSI exception to help resolve customer issues. They will be highly engaged with key customer issues including cases involve the Better Customer Bureau (BBB), state agencies including supporting Lemon Law processes as well as small claims or other arbitration dispute resolutions.


What You'll Do (Responsibilities)

  • Develop and innovate new solutions to create a world class customer experience.

  • Take full ownership of customer issues, managing each case from initial contact through to resolution to ensure a positive outcome.

  • Utilize superior communication skills and problem-solving abilities to optimize workflow and reduce bottlenecks for our customers to improve the outcomes.

  • Analyze customer and dealer data to support process improvements for our dealers to ensure customers are satisfied with the

  • time to complete their vehicle service visit and that the vehicle was fixed right the first time.

  • Manage interactions with the Customer Assistance Center and our retail field partners including end-to-end execution for high profile referrals.

  • Coordinate empowerment and goodwill initiatives and lead training on the available tools.

  • Attend and participate in local dealer and field team meetings to help dealers identify opportunities and trends to drive process improvement.

  • Act as the Regional Liaison with the outside agencies representing our customers. Including attending hearings or depositions if needed.

  • A passion for great customer experiences as well as an automotive industry acumen and versatility to work cross functionally across the organization and engage effectively with our retail dealer body.

Your Skills & Abilities (Required Qualifications)

  • Bachelor’s degree or equivalent experience

  • 3-5 years of experience in automotive sales, marketing, or a related field.

  • Strong interpersonal skills and ability to work with others within and outside the organization

  • Strong planning, time management and organizational, and computer skills

  • A valid driver’s license is required

  • Ability to travel up to 50%

Compensation: The compensation information is a good faith estimate only. It is based on what a successful applicant might be paid in accordance with applicable state laws. The compensation may not be representative for positions located outside of New York, Colorado, California, or Washington. 

  • The salary range for this role is ($105,600 - $140,700). The actual base salary a successful candidate will be offered within this range will vary based on factors relevant to the position.

  • Bonus Potential: An incentive pay program offers payouts based on company performance, job level, and individual performance.

  • Benefits: GM offers a variety of health and wellbeing benefit programs. Benefit options include medical, dental, vision, Health Savings Account, Flexible Spending Accounts, retirement savings plan, sickness and accident benefits, life insurance, paid vacation & holidays, tuition assistance programs, employee assistance program, GM vehicle discounts and more

#LI-AP1

GM does not provide immigration-related sponsorship for this role. Do not apply for this role if you will need GM immigration sponsorship now or in the future. This includes direct company sponsorship, entry of GM as the immigration employer of record on a government form, and any work authorization requiring a written submission or other immigration support from the company (e.g., H1-B, OPT, STEM OPT, CPT, TN, J-1, etc.)

Esta vaga é classificada como remota; no entanto, o candidato selecionado deve residir em uma cidade aprovada dentro do território designado ou estar disposto a se mudar. O candidato deverá se mudar ou já residir na cidade aprovada até o prazo estipulado na oferta.

O candidato selecionado deverá viajar pelo menos 50% ou mais com frequência.

Esta posição pode ser elegível para benefícios de relocação.

Informações sobre diversidade

A General Motors está comprometida em ser um local de trabalho que não só é livre de discriminação ilegal, como estimula verdadeiramente a inclusão e integração. Acreditamos enfaticamente que a diversidade na força de trabalho cria um ambiente no qual nossos colaboradores podem crescer e desenvolver melhores produtos para nossos clientes. Incentivamos os candidatos interessados a analisar as principais responsabilidades e qualificações de cada função e a se candidatar a qualquer cargo que corresponda a suas habilidades e capacidades. Os candidatos no processo de recrutamento podem, quando aplicável, ser solicitados a concluir com sucesso uma ou mais avaliações relacionadas à função e/ou uma seleção pré-emprego antes de iniciar o emprego.  Para saber mais, acesse Como contratamos.

Declaração de Igualdade de Oportunidades de Emprego (EUA)

A General Motors tem orgulho de ser um empregador que oferece oportunidades iguais.  Todos os candidatos qualificados serão considerados para o emprego, independentemente de raça, cor, religião, sexo, orientação sexual, identidade de gênero, origem nacional, deficiência ou status como veterano protegido. 

Adaptações (EUA e Canadá)

A General Motors oferece oportunidades a todos os candidatos a emprego, incluindo pessoas com deficiências. Se você precisa de uma adaptação razoável para ajudá-lo na sua pesquisa de cargos ou solicitação de emprego, fale conosco pelo e-mail [email protected] ou pelo telefone 800-865-7580. No seu e-mail, inclua uma descrição da adaptação específica que você está solicitando assim como o nome do cargo e o número de requisição do cargo ao qual está se candidatando.