Cadillac Universal Advisor | General Motors

Cadillac Universal Advisor | General Motors

Job Overview:
Cadillac Universal Advisors are responsible for managing the day-to-day contact duties with Cadillac customers with any issues 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.
• Attending 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 environment

Work Location:

• GM Technical Center - 31240 Henry Leland Road, Warren, MI 48092
• Fully remote upon completion of training

Remote Work Requirements:

• Dedicated, private in-home workspace
• Reliable, high-speed internet
• Distraction-free work environment

Hours of Operation:

• Monday-Friday: 8:00 AM - 9:00 PM
• Saturday: 9:00 AM - 6:00 PM
• Sunday: Closed
• *Hours may change based on business needs and must have flexibility to work within the hours listed.

Shifts:

• A variety of schedules are available, including 5x8s and 4x10s.
• Employees on a 4x10 schedule receive two consecutive days off, plus one floating day.
• Shift assignments are determined twice per year (every six months), which are subject to change. No shifts are guaranteed.

Training & Production:

• Training (12 Weeks Total): Monday - Friday; 8:00 AM - 5:00 PM EST on both onsite and offsite days
  • Monday & Friday: Remote / Work from Home
  • Tuesday-Thursday: Onsite at the GM Technical Center
• Production (12 Weeks Following Training):
  • Remote / Work from Home in your assigned shift

Additional Information:

• Pay/Benefits/Time Off - Information regarding pay, benefits, retirement, and time off is provided during the screening process.
• Employment Type - Contract
• Contract Length - 52 weeks (with possible extension)

Next Steps:
If interested, please apply. Once an application is submitted, a team member from our Delivery Team will be in touch to review the opportunity in detail, including the submittal requirements. This includes a typing test and written responses to the questions below.

• Typing Test Requirement - 40+ WPM minimum
• Questions / Written Responses Requirement -
  • Unfortunately, we don't always deal with happy, easygoing people in our jobs. Describe a time when you had to deal with a difficult or angry person.
  • Tell me about a time you had a deadline or goal to accomplish. What was the goal? What was the result?
  • Tell me about a time you dealt with a project that had limited instruction.
  • Handling customers of a luxury brand often requires a higher level of service. Could you explain how you would approach service differently for a luxury customer compared to a standard customer? What specific strategies would you use to provide 'white glove' service?
  • Can you describe a time when you went above and beyond to provide the best customer experience possible? What was the situation, what actions did you take, and what was the outcome?

Impellam Group and its brands are equal-opportunity employers committed to diversity and inclusion. All qualified applicants will receive consideration without regard to race, color, religion, gender, sexual orientation, pregnancy or maternity, national origin, age, disability, veteran status, or any other factor determined to be unlawful under applicable law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application, interview process, pre-employment activity, and the performance of crucial job functions.

If you require additional disability considerations, modifications, or adjustments please let us know by contacting HR-InfoImpellamNA@impellam.com or fill out this form to request accommodations.