Overview:
Cadillac Universal Advisors are responsible for managing the day-to-day contact duties with Cadillac customers with anyissues related to Customer Assistance, Marketing Support, EV, and Connection Center. Communication methods used are Messaging, Phone, and Email. Advisors are driven to be successful in building relationships with our customers, dealership personnel, Field organization, Brand Quality, and various General Motors stakeholders.
Responsibilities Include:
Handle inbound interactions between Cadillac Care, Marketing Support, EV, and Connection Center inquiries through phone, email, or messaging.
Proficient case handling for your customers while providing them with resolution in a timely manner.
Ensuring the Team Leaders and Senior Advisors have the necessary information on case status, suggestions, and resolutions.
Participating in additional training to increase skillset to better handle our customers and Members.
Connection Center Skilling- Technical troubleshooting of vehicle connectivity, Wi Fi, Infotainment and MyCadillac Mobile App concerns.
Attended Bi-Weekly 1:1's with Team Leaders to identify constructive feedback regarding process compliance and customer experience.
Exceed expectations for team KPls, such as service level, Customer Satisfaction and completed on-time activity metrics.
Be a part of a team culture that puts the customer at the center of everything we do while also delivering operational excellence.
Must have availability to work Sunday-Saturday with flexibility on hours depending on the needs the business and shift bid selection.
Qualifications/Requirements:
Bachelor's Degree preferred or equivalent work experience
1+ Years of experience in luxury customer service-related profession
Technical proficiency, problem solving, and troubleshooting experience
Computer navigation and proficiency in Excel, PowerPoint, and Word
Strong verbal and written communication skills
Knowledge of General Motors CX Tools and processes
Ability to deal with ambiguity and adapt quickly in a fast-paced environments
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