Social Media Customer Relationship Specialist | General Motors

Social Media Customer Relationship Specialist | General Motors

Job Overview:
Join the team that monitors and responds to GM customers in the United States across various digital channels. You'll promote brand loyalty by answering inquiries, working alongside dealerships, and resolving customer complaints. We use a variety of tools and processes to engage with customers and work toward the best possible solution. We're looking for dedicated people who want to build their customer service, leadership, and task management skills, and who show up ready to contribute through their responses to customers, thoughtful questions, and willingness to act on coaching.

Qualifications/Requirements:

• Customer service experience in written spaces (chat, email, social media, or similar)
• Strong writing skills, with writing samples that show clear, professional communication
• Typing speed of 40+ WPM
• Strong time management, adaptability, and ability to meet deadlines
• Team player who is open to coaching and acts on it
• Flexibility to work nights and weekends within the hours of operation below
• Bachelor's degree preferred, not required
• No planned time off during the 9-week training period, other than designated holidays, unless there is an emergency

Work Location:

• 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:

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

Shifts:

• The group has multiple shifts.
• Shifts are assigned after training is completed.
• Shift assignments are determined quarterly, which is completed through a process called shift bid. This bid weighs in on Quality Score, which includes productivity and quality, and determines shift selection. No shifts are guaranteed.

Training & Production:

• Training (9 Weeks Total): Fully remote; Monday-Friday; 8:00 AM - 5:00 PM ET
• Production (Following Training): Fully remote; move into assigned shift following 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 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.
  • We can often make our work easier by using our resources and connecting with peers around us. Describe a time when researching or using your direct resources helped you complete your work.
  • Working with customers in a written space can often lead to ambiguity and having to fill in the missing pieces to ensure exceptional customer service. Describe a time where paying attention to detail and asking important questions helped you.
  • 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? Please keep in mind, scheduling is likely to change every quarter.

In this role, the main responsibility is offering customer care service/support. Tell us about your customer service experience within written spaces.

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.