Customer Experience Advocate I-Bilingual
About The Position
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 the 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.
Requirements
- Bilingual
Responsibilities
- 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 the 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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
