Customer Experience Advocate I

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Job description

Overview:

We're not just looking to fill open positions - we're looking for people who want to embark on a career journey where you feel like you belong, you are satisfied at work, and you are using your skills to create a positive impact.

Our goal is to create remarkable customer experiences from the moment you engage a customer. Even if you've never worked in customer service, you've certainly been a customer. So, the simplest message is to serve your customers the way you want to be served as a customer.

If you consider yourself a team player, solutions-driven, a strong communicator and have a heart and mind for service; apply to be a part of the GM Financial Team.

What You'll Be Doing:

Actively listen to our customers and offer solutions to resolve customer accounts and provide a remarkable experience
Strive to outperform expectations with a positive and fun attitude in a team environment
Engage in continuous learning opportunities

What We Offer:

Competitive Salary of $20/hour and bonus incentives
Dynamic relationships between teams and leadership
Excellent Health, Vision and Dental Benefits
Company Match for 401K contribution
Generous Paid Time Off (personal, vacation, sick, paid holidays)
Casual Dress Code
Quarterly Volunteer Opportunities
Onsite Cafeteria
Fun Environment
Responsibilities:

The Customer Experience (CX) Advocate is responsible for executing loyalty and retention strategies and resolving account issues in a timely manner for highly complex accounts, while ensuring company policies and procedures, as well as, state and federal laws are followed. The CX Advocate has frequent contact with other internal departments, customers, dealers, and external vendors. Key areas of focus include proactively partnering with external business partners, team leaders, and managers to expedite and resolve complex customer and/or dealer issues in a timely manner to support loyalty and brand retention at the time of servicing and promote overall satisfaction, net promoter, and customer effort scores to include all key performance indicators. CX Advocate will perform various roles to meet business needs. These roles include CXO Phone, Live Chat, LEX Phone, LEX Messaging, Online Support, and/or Messaging.

JOB DUTIES

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
Receive and make outbound calls and account follow up 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
Perform other duties as assigned
Conform with all company policies and procedures

REPORTING RELATIONSHIP

Customer Service Team Leader I US

Qualifications:

Knowledge

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

Skills

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

Education

High School Diploma or equivalent required
Bachelor's Degree or equivalent combination of education and experience preferred

Experience

0-2 years of customer service experience preferred

Working Conditions

Fast-paced and ever-changing office environment subject to daily service level requirements with a strong focus on providing quality service to internal and external customers in a team environment
Must be able to work a flexible schedule to include potential shift changes
Occasional overtime or split shifts may be required
Strong focus on providing quality service to internal and external customers
Subject to daily service level requirements

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