Customer Experience Advocate I-Bilingual

About the Role

Provide remarkable service within any CX servicing channel to impact customer retention and loyalty strategies to create customers for life. Capture and deliver a high level of service by gathering, processing, consolidating, and analyzing data to promote brand loyalty and increase retention for the GM and GFM brands. Monitor and maintain a closed loop feedback process to ensure that all customer requests and expectations are exceeded. Establish open communication and build professional relationships with other departments/segments and external vendors, especially Payment Services, Titles/PDP, and Account Services, in an effort to enhance the customer experience and secure customer and dealer loyalty. Perform account management of complex and high exposure accounts to support customer retention. Service accounts through inbound and outbound channels to ensure service levels, account resolution, and timely processing of customer requests. Schedule appropriate account follow-up to ensure customer expectations are met and the highest level of satisfaction is delivered. Demonstrate a high degree of professional decorum to represent GMF and GM in a positive manner. Manage assigned accounts while promoting a positive brand image and customer loyalty. Execute triage account management protocol to deliver immediate resolution to highly complex accounts while promoting first/second call resolution. Champion delivering a WOW customer experience to customers, dealers, peers, and various business partners. Execute specialty team processes and strategies as assigned by CX leadership. Proactively support goals and objectives that positively impact GM Financial's strategic alignment to create a customer for life and promote GMF mobility objectives.

Key Responsibilities

• Influence customers and dealers through selling, collecting, promoting, and educating.
• Make independent decisions and use sound judgment in relation to the handling of high exposure accounts.
• Proactively manage time while balancing assigned accounts/tasks with minimal supervision.
• Prioritize multiple and competing duties while delivering a WOW customer and/or dealer experience.
• Navigate and use multiple applications/systems effectively to resolve high profile and highly complex customer and/or dealer requests or inquiries.
• Analyze and use sound judgment to provide the best option to resolve highly complex account issues for customers, dealers, and/or external business partners.

Requirements & Tech Stack

• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook)
• Advanced knowledge and understanding of GM Financial accounts, policy, and procedures
• Must embrace company principles and demonstrate understanding of GM Financial's and CXO’s culture
• Fluent in English and Spanish
• Excellent written and verbal communication skills to interact with customers, dealers, team members, senior management, vendors, and external business partners
• Demonstrate active listening skills and the ability to probe utilizing open-ended questions to uncover customers and dealers' stated and unstated needs
• Strong analytical and problem-solving skills
• Ability to work a flexible schedule to include potential shift changes
• Occasional overtime or split shifts may be required
• Subject to daily service level requirements

Qualifications

• High School Diploma or equivalent (Required)
• Associate Degree (Preferred)
• Bachelor’s Degree or equivalent combination of education and experience (Preferred)
• Master’s Degree (Preferred)
• 0-2 years of customer service experience
• Proven interpersonal skills with a high degree of professionalism and the ability to interact with customers, dealers, leaders, peers, and senior management
• Proven ability to analyze and use sound judgment to provide the best option to resolve highly complex account issues for customers, dealers, and/or external business partners
• Strong focus on providing quality service to internal and external customers in a team environment.
• Fast-paced and ever-changing office environment.