Executive Resolution - Executive Liaison

Job Title: Executive Liaison
Location: Warren, MI.
Job Type: W2 Contract
Expected hours per week: 40 hours per week
Schedule: Onsite
Pay Range: $25 an hour 
Job Description:
The Executive Liaison role provides customer service support to vehicle owners/lessees and acts as a point of escalation for customers who have concerns or issues with their vehicle and/or dealership experience that have gone unresolved. You will be responsible for case management and will research customer cases before engaging to understand the history of the issue.

You will respond to customers and work with dealerships and internal teams to resolve concerns. Cases may remain open for several days or weeks, requiring ongoing follow-up until resolution. This role involves communication via phone, email, and live chat, documenting case notes, and utilizing Salesforce CRM. The ideal candidate can remain calm and professional when dealing with frustrated customers, demonstrate empathy, de-escalate situations, and be firm when necessary.

Required:

• Excellent customer service skills with strong soft skills, proactive resolution, and de-escalation abilities
• Advanced problem-solving, resolution, and decision-making skills
• Excellent written and verbal communication skills
• Passion for helping people with a caring and professional attitude
• Strong empathy and persistence in resolving customer concerns
• Strong organizational skills and ability to multitask in a fast-paced environment
• Ability to work independently and within a team
• Interest in the automotive industry and awareness of market trends
• Internet and social media awareness
• Working knowledge of multiple computer platforms, browsers, and operating systems

Preferred:

• Bachelor's degree or equivalent experience
• Experience providing customer service through phone, chat, face-to-face, and written communication
• Customer service, retail, or sales experience
• Flexibility to work weekends and varied hours when needed

Benefits: 80 hours paid time off, medical insurance contributions, dental vision and our 401k retirement savings plan

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