DealerChat Advisor | General Motors

DealerChat Advisor | General Motors

Job Overview:
Associates utilize exceptional customer service, marketing, and sales techniques to support dealership operations and increase revenue.

This role will be supporting an expansive network of international dealership clients to deliver an exceptional customer experience while building lasting relationship between the customer and dealership. A typical day would include answering product questions, discussing financial concerns, scheduling appointments, or responding to a frustrated customer while taking ownership of each situation and offering a personalized, value-driven solution

Kep Responsibilities / Accountabilities:

• Represent dealerships across the national and global market via webchat, email, and various digital communication mediums
• Convert in-market vehicle sales and services customers to dealership leads, while meeting department KPIs and goals
• Serve as an expert in the product line, promotions, and dealership operations

• Utilize web chat software to provide consultative assistance to customers with their vehicle purchase process
• Continuously aim to improve customer satisfaction, productivity and efficiency by making recommendations that benefit the customer making their buying experience better
• Be a goodwill ambassador for the company by courteous treatment of all customers
• Provide exceptional service to all internal and external customers
• Promote sales and lead captures for the client by accurately and enthusiastically responding to consumer questions about products, features, benefits, incentives, and promotions
• Effectively builds rapport with customers, dealers and all team members
• Participate in any required training to maintain the technical knowledge and skills necessary to perform the job above the standard required
• Effectively and accurately document customer interaction
• Efficiently manage concurrent activities

Qualifications/Requirements:

• 1-2 years of experience in Customer Service related profession required
• Bachelor's degree required
• Journalism/Creative Writing experience preferred
• Computer navigation and typing proficiency
• Strong reading comprehension and written communication and skills
• A positive self-starter that possess a strong work ethic, an ability to meet/exceed deadlines, organizational skills, excellent interpersonal skills and a strong attention to detail

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:

• 24/7
• *Hours may change based on business needs, and candidates must have flexibility to work within the hours of operation.

Shifts:

• A variety of schedules are available,within the hours of operation.
• First shift: starts 7:00-10:00 AM EST, ends 3:30-6:30 PM EST.
• Second shift: starts 11:00 AM-3:00 PM EST, ends 7:30-11:30 PM EST.
• Overnight shift: 8:30 PM-7:00 AM EST.
• One weekend day required each week.
• Shifts may change multiple times per year, so schedule flexibility is required. No shifts are guaranteed.

Training & Production:

• Training (3 Weeks Total): Monday - Friday; 8:00 AM - 4:30 PM for onsite and offsite days.
  • Monday & Friday: Remote / Work from Home
  • Tuesday-Thursday: Onsite at the GM Technical Center
• Production (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 typing test and written responses to the questions below.

• Typing Test Requirement - 50+ WPM
• 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.
  • 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?
  • Social media never sleeps, and customers can reach out to us 24/7 on the social networks we use. Because of this, support to our customers is available 7 days a week. What is your level of flexibility working nights/weekends?
  • In this role, the main responsibility is offering customer care service/support. Tell us about your customer service experience.

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.