Description
The Assistant Experience Lead (AEL) is responsible for guiding the
effectiveness of the Executive Concierge Advisors and providing support for
the Cadillac Customer Care Center Leader. The AEL must be successful in
building relationships within the team, managing expectations, and creating
reports pulled from call center analytics to present up to executive
management.
The AEL is also responsible for working with Cadillac training team to create
the Executive Resolution Team curriculum and advisor instruction. The AEL will
provide classroom and/or virtual training for New Hires as well as update
current team members when new products or processes are implemented and when
deficiencies are identified. The AEL will report these findings back to the
Care Center Leader and help develop new curriculums based upon learnings.
This is a challenging role, the AEL will be expected to manage priorities,
achieve exceptional results, strive for continuous improvement, and always
provide exceptional Tier-1 white-glove service to all internal and external
luxury customers.
Responsibilities include:
Create and promote a team culture that puts the luxury customer at the
center of everything that we do while also delivering operational
excellence and maintaining an engaging, vibrant workplace.
Support the Cadillac Customer Care Center Leader by creating recurring and
on-demand performance reports for executive Customer Care Center metrics
evaluation.
Supervise assigned group of several contract advisors, providing all
necessary supervisory and support functions for the team.
Work with the Cadillac training team to develop, initiate, and own all
Customer Care Center training from curriculum creation to classroom
execution.
Monitor current training for continuous improvement, gather feedback and
iterate as needed to improve.
Collaborate with CX instructional design leads for feedback and
modification as needed.
Identify opportunities to increase immediate New Hire productivity through
training and Academy Bay periods by conducting regular case audits and 1:1
coaching.
Drive consistency across the team by regularly reviewing processes and
workflows to identify team training opportunities or improved
efficiencies.
Identify trends or emerging issues by reviewing quality evaluations and
survey results (c-SAT). Collaborate with Team Leads to coach advisors.
Work with Experience and Engagement Leads to document and train on new
business initiatives.
Manage and track Executive Team members annual training requirements as
well in ensuring completion of new CX training initiatives.
Conduct weekly review of Executive Team's aging cases to identify
roadblocks or barriers as to case closure rate.
Administer weekly advisor call listening sessions in collaboration with
other team leadership to monitor for quality, process adherence, and
overall call handling by the advisors.
Provide proactive support and direction to Advisors working with luxury
consumers that request assistance with vehicle or dealer concerns, vehicle
locates, and potential sales leads in phone/chat/email channels.
Connect with internal or external stakeholders on behalf of team in order
to resolve difficult or complex cases and provide timely and thorough
white-glove resolution to the customer.
Contribute to defining processes that produce best-in-class consumer care
experiences and identify opportunities for constant improvement.
Work with the Cadillac Customer Care Center Leader to balance and
distribute workload across the team based upon critical needs analysis.
Help train new staff in areas of expertise as needed.
Perform Quality Audits (QA) on assigned advisors and deliver feedback.
Manage team productivity to achieve service/customer response targets.
Understand and be able to train the team on marketing, UA, and CCT
requirements.
Be able to create word tracks as needed for emerging situations.
Perform administrative duties including timekeeping and other support as
needed for contract resources.
Participate in any required training or industry-specific certifications
to maintain the technical knowledge and skills necessary to perform the
job at or above the standard required.
Complete ad hoc projects within aggressive timelines as delegated by
leadership.
Analyze team metrics and supporting quality assurance measurements for a
team of 6 Executive advisors through Voice of the Customer (VOC)
dashboards, case audits, and call listening sessions to ensure optimal
customer satisfaction.
Create weekly reports on current metrics, trends, advisor performance,
team performance, MOM and YOY comparisons; reports may be sent up to
Leadership, Senior Leadership and Executives for review.
Manage all customer escalations that come into GM's Senior Leadership team
on the Closed Loop Tracker and generate a weekly report to display an
overview of the status of each case for review by key Senior GM
Executives.
This results more Senior Leader engagement and identifies trends and/or
emerging issues.
Track and report the Executive Resolution Team KPI's such service level,
c-SAT, and completed activities using Tableau and OBIEE to identify areas
of growth and decline.
Assist with Executive Team weekly payroll by reporting out on advisor
adherence.
Create new on-demand reporting and analytics for any new or emerging
issues such as LYRIQ launch and support.
Must be able to work Monday through Friday but remain flexible on hours
depending on the needs on the team and any critical issues or launch
support items (Team hours 8am-6pm)
Additional Description
Qualifications/Requirements:
Bachelor's Degree required
3+ years of experience in customer service-related profession
Proficiency in: Microsoft Office, Tableau, Siebel, Advisor Workbench,
Clarabridge, Oracle Business Intelligence Software
Effective Communicator across all media—verbal, written, social media
savvy
Ability to inspire and drive employees to elevate performance, deliver
successful metrics and adhere to GM's Cultural Behaviors
Self-motivated, driven to excel, capable of always providing a luxury
experience to customers despite being in a high-stress environment with
potentially upset customers.
Ability to step in as needed to quickly and efficiently help any team
member in need.
5+ years of experience in luxury customer service with proven success in
moving the needle
Automotive and EV experience a must
HYBRID : This position does not require an employee to be on-site full-
time to perform most effectively. The employee's role enables them to work at
a GM facility or off-site as frequently.. In the USA, this is an employee who
lives 100 miles or less from their designated, primary worksite. If you do not
live within 100 miles of the Warren, MI, you must be willing to relocate.
About GM
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and we embrace the responsibility to lead the change that will make our world
better, safer and more equitable for all.
Why Join Us
We aspire to be the most inclusive company in the world. We believe we all
must make a choice every day – individually and collectively – to drive
meaningful change through our words, our deeds and our culture. Our Work
Appropriately philosophy supports our foundation of inclusion and provides
employees the flexibility to work where they can have the greatest impact on
achieving our goals, dependent on role needs. Every day, we want every
employee, no matter their background, ethnicity, preferences, or location, to
feel they belong to one General Motors team.
Total Rewards Benefits Overview
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can focus on realizing your ambitions. Learn how GM supports a rewarding
career that rewards you personally by visiting Total Rewards resources.
Diversity Information
General Motors is committed to being a workplace that is not only free of
discrimination, but one that genuinely fosters inclusion and belonging. We
strongly believe that workforce diversity creates an environment in which our
employees can thrive and develop better products for our customers. We
understand and embrace the variety through which people gain experiences
whether through professional, personal, educational, or volunteer
opportunities. GM is proud to be an equal opportunity employer.
We encourage interested candidates to review the key responsibilities and
qualifications and apply for any positions that match your skills and
capabilities.
Equal Employment Opportunity Statements
The policy of General Motors is to extend opportunities to qualified
applicants and employees on an equal basis regardless of an individual's age,
race, color, sex, religion, national origin, disability, sexual orientation,
gender identity/expression or veteran status. Additionally, General Motors is
committed to being an Equal Employment Opportunity (EEO) Employer and offers
opportunities to all job seekers including individuals with disabilities. If
you need a reasonable accommodation to assist with your job search or
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