Executive Resolution - Liaison Advisor | General Motors

Executive Resolution - Liaison Advisor | General Motors

Job Overview:
This role supports Executive Leadership at Genetal Motors (GM). Customers reach out to GM executive leadership and directors, and those concerns are handed to the Executive Resolution Team to own and resolve. This role also acts as a customer advocate for GMC, Buick, and Chevrolet owners by helping manage complex or escalated concerns throughout the ownership experience. It involves case management, problem solving, and a lot of coordination across internal teams, dealerships, and field partners to help move issues toward resolution.

• Follow the same customer end-to-end from start to finish with no handoff
• Own the customer concern from beginning to end with no handoff
• Average of 900 cases per month, divided among the entire team
• Cross-collaboration with Quality, Engineering, Field Personnel, Dealership Personnel, Supply Chain, and other Customer Experience teams within GM

Types of Concerns Handled:

• Mechanical concerns
• Part delays
• Cost assistance requests
• Sales inquiries
• Field actions/recalls
• Vehicle repurchase requests/goodwill

Methods of Communication:

• Phone calls
• While we are not a typical call center with back-to-back phone calls, advisers primarily communicate by phone
• Advisers call customers, dealers, and field team members
• Emails to anyone who can assist us in helping the customer

Qualifications/Requirements:

• Excellent customer service skills with an emphasis on soft skills, customer-focused proactive resolution, and de-escalation tactics.
• Advanced problem-solving, resolution, and decision-making skills, including the ability to quickly understand and analyze new information and situations.
• Excellent written and verbal business communication skills.
• Passionate about helping people. Projects an attitude caring and professionalism.
• Adept at demonstrating empathy in customer interactions and tenacity in resolving customer requests
• Strong organizational skills and the ability to multitask in a fast-paced environment.
• Self-starter who excels at working independently within a diverse team environment.
• Passionate and enthusiastic about General Motors vehicles and products, including knowledge / awareness about the automotive industry and market trends.
• Internet savvy with social media awareness.
• Working knowledge of multiple computer platforms, browsers and operating systems required.

Preferred Qualifications:

• College degree (B.A./B.S.). Educational requirement may be substituted with equivalent industry-related business experience.
• Experience providing customer service via multiple contact channels (phone, live chat, face-to-face, written correspondence, etc.).
• Experience in customer service, retail and/or sales preferred.
• Willingness to work weekends and flexible hours.

Work Location:

• GM Technical Center - 31240 Henry Leland Rd., Warren, MI 48092
• Fully onsite

Hours of Operation:

• Monday-Friday: 8:00 AM - 6:00 PM EST
• Hours may change based on business needs and individuals must have schedule flexibility to work within the hours listed.

Shifts:

• Shift options:
  • 8:00 AM - 5:00 PM EST
  • 8:30 AM - 5:30 PM EST
  • 9:00 AM - 6:00 PM EST
• Shifts are based on tenure. When a new class enters the floor, the previous class can request a shift change. Not guaranteed.
• New Executive Resolution - Liaison Advisors will start on the 9:00 AM - 6:00 PM EST shift following training.

Training & Production:

• Location: Onsite at GM Technical Center
• Training (3 Weeks Total): Monday-Friday; 8:30 AM - 5:00 PM EST
• Production (4 Weeks Following Training): Move into the production floor with a trainer and assigned shift, Monday-Friday; 9:00 AM - 6:00 PM EST

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 do not always deal with happy, easygoing people in our jobs. Describe a time when you had to deal with a difficult or angry person.
  • We can often make our work easier by developing relationships with people to help in our tasks. Describe a time you developed relationships with other people to reach a goal or to successfully complete your work.
  • Often when communicating with others, we make assumptions about their experience and don't listen closely to really understand. Describe a time when you really listened to someone and it paid off.

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.