EV Concierge Advisor | General Motors

EV Concierge Advisor | General Motors

Job Overview:
Associates in this role will be part of General Motor's Customer Experience EV Concierge Call Center environment. They are required to utilize exceptional customer service, marketing, and sales techniques to support General Motors' EV owners and prospective EV owners. This role will be supporting existing and prospective EV owners to deliver an exceptional customer experience while building lasting relationship between the customer, General Motors, our dealers, and our brands. A typical day would include answering product questions, discussing charging options, providing assistance with product orders or reservations, setting up dealership appointments or responding to a frustrated customer while taking ownership of each situation and offering a personalized, value-driven solution.

Job Responsibilities:

• Serve as the product experts for Chevrolet EV, Buick EV, GMC EV, and Cadillac EV, along with additional EV related programs, charging platforms, and energy platforms
• Building value and offering sales and solutions to enhance the EV ownership
• Assist customers via phone, chat/messaging, and email with product, reservation, ordering, dealership, service, ownership support, home-charging, vehicle troubleshooting, and recall-related questions
• Keep records of customer interactions, recording details of inquiries, complaints, issues, comments, as well as actions taken
• Take complete ownership of each customer interaction and ensure that all customer questions and concerns are answered to completion through thorough case management
• Refer unresolved customer grievances to designated departments for further assistance
• Review and process reimbursement claims for vehicle disruptions
• Offer and process goodwill for certain business cases to retain customer loyalty and provide customer satisfaction
• Check to ensure that appropriate changes or solutions were made/provided to resolve customers inquires

Key Skills:

• Strategic agility/acumen
• Active Listening - giving full attention to what other people are saying, taking time to understand the customer's needs, and asking appropriate questions
• Proactiveness - thinking of customer's needs before they ask
• Work within GM systems and personnel and how to use provided tools to do the jo
• Navigation of multiple CRM tools to create efficiency in case management
• Work as a liaison between General Motors, dealerships, and third-party suppliers
• Time Management

Abilities:

• Continuously aim to improve customer satisfaction, productivity and efficiency by making recommendations that benefit the customer making their EV buying and ownership experience better
• Identify who is on the line (product loyalist, conquest person, etc.) and think differently about their perspective and issues
• Quickly learn our EV products and use that knowledge to answer customer questions on features and specifications of the vehicle
• Transfer learnings from one call to the next - ability to synthesize inputs from customers, distill issues - recommend solutions - ask for help/input - etc.
• Learn and adapt in an ever-changing environment

Required Experience

• 1-2 years of experience in Customer Service-related profession with high call volume call center environment
• Computer navigation and typing proficiency, 40 WPM
• Experience navigating multiple systems/CRMs at the same time
• Ability to handle difficult or frustrated customers professionally
• Strong reading comprehension, oral and written communication skills
• A positive self-starter that possesses a strong work ethic, an ability to meet/exceed deadlines, organizational skills, excellent interpersonal skills and a strong attention to detail
• A friendly, "I can help you" attitude

Preferred Qualifications:

• College degree preferred
• Experience in sales or value-based customer engagement
• Interest in or basic understanding of electric vehicles (EVs)

Work Location:

• Address: GM Technical Center - 31240 Henry Leland Road, Warren, MI 48092
• Fully remote

Remote Work Requirements:

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

Hours of Operation:

• Monday-Friday: 8:00 AM - 12:00 AM EST
• Saturday and Sunday: 9:00 AM - 9:00 PM EST
• Hours may change based on business needs and individuals must have schedule flexibility to work within the hours listed.

Shifts:

• The EV Concierge team operates with multiple shifts that align with the hours of operation.
• Shift assignments change multiple times per year. Due to this, schedule flexibility is required. No shifts are guaranteed.

Training & Production:

• Training (8 Weeks Total): Monday - Friday; 8:00 AM to 5:00 PM EST
• Production (60 Days Following Training): Move into assigned shift following training.
• Time Off: No time off during training or the first 60 days on the production floor. Appointments or partial days can be arranged if shared in the first week of training.

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 member of our Delivery Team will be in touch to review the opportunity in detail, including the submittal requirements. These include a typing test and written responses to the questions below.

• Typing Test Requirement - 40+ WPM minimum
• Questions / Written Responses Required
  • 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.

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.