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Customer Experience Advocate I

GM Financial United States
Chandler, USA
Full-time
Mid
Hybrid
Discovered 3 days ago
Communication

Full Job Posting

Knowledge and Skills

  • Proficient in Microsoft Office Suite (Word, Excel, PowerPoint and Outlook)
  • Advanced knowledge and understanding of GM Financial accounts, policy, and procedures
  • Must embrace company principles and demonstrate understanding of GM Financial's and CXO’s culture
  • Influences customers and dealers through selling, collecting, promoting and educating
  • Excellent written and verbal communication skills to interact customer, dealers, team members, senior management, vendors, and external business partners
  • Demonstrate active listening skills and the ability to probe utilizing opening ended questions to uncover customers and dealers stated and unstated needs
  • Strong analytical and problem solving skills
  • Ability to make independent decisions and use sound judgment in relation to the handling of high exposure accounts
  • Proactively manage time while balancing assigned accounts/tasks with minimal supervision
  • Strong ability to prioritize multiple and competing duties while delivering a WOW customer and/or dealer experience
  • Strong ability to navigate and use multiple applications/systems effectively to resolve high-profile and highly complex customer and/or dealer requests or inquiries
  • Proven interpersonal skills with a high degree of professionalism and the ability to interact with customers, dealers, leaders, peers, and senior management
  • Proven ability to analyze and use sound judgment to provide the best option to resolve highly complex account issues for customers, dealers, and/or external business partners
  • Strong focus on providing quality service to internal and external customers
  • Subject to daily service level requirements
  • Work Experience
  • 0-2 years of customer service experience preferred
  • Education
  • High School Diploma or equivalent required
  • Bachelor’s Degree or equivalent combination of education and experience preferred

Responsibilities

  • Provide remarkable service within any CX servicing channel to impact customer retention and loyalty strategies to create customers for life
  • Capture and deliver a high level of service by gathering, processing, consolidating, and analyzing data to promote brand loyalty and increase retention for the GM and GMF brands
  • Monitor and maintain a closed loop feedback process to ensure that all customer requests and expectations are exceeded
  • Establish open communication and build professional relationships with other departments/segments and external vendors, especially Payment Services, Titles/PDP, and Account Services, in an effort to enhance the customer experience and secure customer and dealer loyalty
  • Perform account management of complex and high exposure accounts to support customer retention
  • Service accounts through inbound and outbound channels to ensure service levels, account resolution, and timely processing of customer requests
  • Schedule the appropriate account follow up to ensure customer expectations are met and the highest level of satisfaction is delivered
  • Demonstrate a high degree of professional decorum to represent GMF and GM in a positive manner
  • Manage assigned accounts while promoting a positive brand image and customer loyalty
  • Execute triage account management protocol to deliver immediate resolution to highly complex accounts while promoting first/second call resolution
  • Champion delivering a WOW customer experience to customers, dealers, peers, and various business partners
  • Execute specialty team processes and strategies as assigned by CX leadership
  • Proactively support goals and objectives that positively impact GM Financial's strategic alignment to create a customer for life and promote GMF mobility objectives

Qualifications

  • Proficient in Microsoft Office Suite (Word, Excel, PowerPoint and Outlook)
  • Advanced knowledge and understanding of GM Financial accounts, policy, and procedures
  • Must embrace company principles and demonstrate understanding of GM Financial's and CXO’s culture
  • Influences customers and dealers through selling, collecting, promoting and educating
  • Excellent written and verbal communication skills to interact customer, dealers, team members, senior management, vendors, and external business partners
  • Demonstrate active listening skills and the ability to probe utilizing opening ended questions to uncover customers and dealers stated and unstated needs
  • Strong analytical and problem solving skills
  • Ability to make independent decisions and use sound judgment in relation to the handling of high exposure accounts
  • Proactively manage time while balancing assigned accounts/tasks with minimal supervision
  • Strong ability to prioritize multiple and competing duties while delivering a WOW customer and/or dealer experience
  • Strong ability to navigate and use multiple applications/systems effectively to resolve high-profile and highly complex customer and/or dealer requests or inquiries
  • Proven interpersonal skills with a high degree of professionalism and the ability to interact with customers, dealers, leaders, peers, and senior management
  • Proven ability to analyze and use sound judgment to provide the best option to resolve highly complex account issues for customers, dealers, and/or external business partners
  • Strong focus on providing quality service to internal and external customers
  • Subject to daily service level requirements
  • Work Experience
  • Education
  • High School Diploma or equivalent required

Preferred Qualifications

  • 0-2 years of customer service experience preferred
  • Bachelor’s Degree or equivalent combination of education and experience preferred

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