Automotive Call Center Rep

TEKsystems•Warren, MI

10d•$20 - $22•Hybrid

About The Position

Advisors are responsible for managing the day-to-day contact duties with Cadillac customers across a wide variety of communication platforms. They are driven to provide support for their team leaders for Cadillac to be successful in building relationships with our customers, other team members, dealership personnel, Field organization, Brand Quality, and various General Motors Leaders. The end goal is to have a team of highly skilled Advisors who can universally assist Cadillac customers with any issues related to Customer Assistance, Marketing Support, EV or Connection Center questions, comments, concerns, issues, or feedback.

Requirements

2-3 years of call center experience
2+ years of experience in customer service with luxury experience strongly preferred
General technical proficiency, problem solving and troubleshooting experience required
Familiarity with both Android and Apple devices - will give them an idea of how proficient they are with technology. Customers will occasionally call in with these types of concerns and these are high tech vehicles.
Computer navigation and proficiency in Excel, PowerPoint and Word
Strong reading comprehension and verbal and written communication skills

Nice To Haves

Automotive knowledge is a plus but not required

Responsibilities

Work together to create a team culture which puts the luxury customer at the center of everything we do while also delivering operational excellence and maintaining an engaging, vibrant workplace.
Timely case handling while always looking for appropriate and unique solutions for our luxury customers, treat them with empathy and understanding, take initiative to resolve multi-faceted problems which the team is faced with, while ensuring the team leaders and potentially the Senior Advisors have the necessary information on case status, suggestions, and resolutions.
Technical troubleshooting of inbound calls regarding assistance with vehicle connectivity, Wi-Fi, Infotainment and MyBrand Mobile App.
Assist other team members as needed in the research and resolution of escalated situations; provide root cause analysis and necessary corrective action plan.
Exceed expectations with regards to Cadillac UA Team KPIs, such as service level, Customer Satisfaction and completed on-time activity metrics.
Perform administrative duties such as documenting all points of contact, following up with customers, Dealers, Field staff and others as needed, recording all actions taken.