Customer Experience Advocate I-Bilingual

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 GFM 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 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.

Work Experience

0-2 years of customer service experience Pref

Education

High School Diploma or equivalent Required

Associate Degree

Bachelor's Degree or equivalent combination of education and experience Preferred

Master's Degree 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 cultureFluent in English and Spanish

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 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 cultureFluent in English and Spanish

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