Customer Experience Advocate I-Bilingual

GM Financial•Chandler, AZ

12d

About The Position

Provide remarkable service across customer experience servicing channels to support customer retention and loyalty strategies. Gather, process, consolidate, and analyze data to promote brand loyalty and retention for the GM and GFM brands. Maintain a closed-loop feedback process and ensure customer requests and expectations are exceeded. Build professional relationships with internal departments, business segments, and external vendors—especially Payment Services, Titles/PDP, and Account Services—to improve the customer experience and support customer and dealer loyalty. Manage complex, high-exposure accounts; serve customers through inbound and outbound channels; resolve accounts and process requests promptly; and arrange appropriate follow-up. Represent GM Financial and GM professionally, manage assigned accounts while promoting a positive brand image, and use triage account-management protocols to resolve highly complex accounts promptly and encourage first- or second-call resolution. Champion a “WOW” customer experience for customers, dealers, peers, and business partners, execute specialty-team processes and strategies as assigned by CX leadership, and support strategic objectives focused on customer loyalty and GMF mobility.

Requirements

Fluent in English and Spanish.
Proficient in Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook.
Advanced knowledge and understanding of GM Financial accounts, policies, and procedures.
Embrace company principles and demonstrate understanding of GM Financial’s and CXO’s culture.
Able to influence customers and dealers through selling, collecting, promoting, and educating.
Excellent written and verbal communication skills for interacting with customers, dealers, team members, senior management, vendors, and external business partners.
Active listening skills and ability to use open-ended questions to uncover stated and unstated customer and dealer needs.
Strong analytical and problem-solving skills.
Able to make independent decisions and use sound judgment when handling high-exposure accounts.
Able to manage time proactively and balance assigned accounts and tasks with minimal supervision.
Able to prioritize multiple competing duties while delivering a strong customer or dealer experience.
Able to navigate and use multiple applications and systems to resolve high-profile, highly complex requests or inquiries.
Professional interpersonal skills for interacting with customers, dealers, leaders, peers, and senior management.
Able to analyze complex account issues and use sound judgment to identify the best resolution.
High school diploma or equivalent required.
Work experience: 0–2 years of customer service experience preferred.
Able to work a flexible schedule, including potential shift changes.
Occasional overtime or split shifts may be required.

Nice To Haves

0–2 years of customer service experience preferred.
Associate degree.
Bachelor’s degree or equivalent combination of education and experience.
Master’s degree.

Responsibilities

Provide remarkable service in CX servicing channels to support customer retention and loyalty.
Gather, process, consolidate, and analyze data to promote brand loyalty and retention for the GM and GFM brands.
Monitor and maintain a closed-loop feedback process to exceed customer requests and expectations.
Build professional relationships with internal departments, business segments, and external vendors, especially Payment Services, Titles/PDP, and Account Services.
Manage complex and high-exposure accounts to support customer retention.
Service accounts through inbound and outbound channels, resolving accounts and processing customer requests in a timely manner.
Schedule account follow-up to meet customer expectations and deliver high satisfaction.
Represent GM Financial and GM professionally and promote a positive brand image and customer loyalty.
Use triage account-management protocols to promptly resolve highly complex accounts and promote first- or second-call resolution.
Champion a “WOW” experience for customers, dealers, peers, and business partners.
Execute specialty-team processes and strategies assigned by CX leadership.
Support goals and objectives aligned with GM Financial’s strategic focus on customer loyalty and mobility.