Customer Experience Advocate I

GM Financial•Chandler, AZ

12d

About The Position

The Customer Experience Advocate executes loyalty and retention strategies and resolves account issues in a timely manner for highly complex accounts, while following company policies and procedures and applicable state and federal laws. The role has frequent contact with internal departments, customers, dealers, and external vendors, and partners with business partners, team leaders, and managers to expedite complex customer and dealer issues and support loyalty, brand retention, satisfaction, net promoter, and customer effort scores. The advocate resolves customer inquiries through multiple communication channels as business needs require.

Requirements

Proficiency 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.
Ability 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 customers' and dealers' stated and unstated needs.
Strong analytical and problem-solving skills.
Ability to make independent decisions and use sound judgment in handling high-exposure accounts.
Ability to manage time proactively and balance assigned accounts and tasks with minimal supervision.
Ability to prioritize competing duties while delivering a positive customer and dealer experience.
Ability to effectively navigate and use multiple applications and systems to resolve high-profile and complex customer and dealer requests or inquiries.
Professional interpersonal skills for interacting with customers, dealers, leaders, peers, and senior management.
Ability to analyze issues and use sound judgment to determine effective solutions for complex account issues.
Strong focus on providing quality service to internal and external customers.
Ability to meet daily service-level requirements.
High school diploma or equivalent required.

Nice To Haves

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

Responsibilities

Provide remarkable service through CX servicing channels to support customer retention and loyalty.
Gather, process, consolidate, and analyze data to promote brand loyalty and retention for GM and GMF brands.
Monitor and maintain a closed-loop feedback process to ensure customer requests and expectations are exceeded.
Build professional relationships with internal departments, segments, and external vendors, particularly Payment Services, Titles/PDP, and Account Services, to enhance customer experience and secure customer and dealer loyalty.
Manage complex and high-exposure accounts to support customer retention.
Service accounts through inbound and outbound channels to meet service levels, resolve accounts, and process customer requests promptly.
Schedule appropriate account follow-up to meet customer expectations and deliver satisfaction.
Represent GMF and GM professionally.
Manage assigned accounts while promoting a positive brand image and customer loyalty.
Execute account triage protocols to quickly resolve highly complex accounts and promote first- and second-call resolution.
Deliver a positive customer experience to customers, dealers, peers, and business partners.
Execute specialty team processes and strategies as assigned by CX leadership.
Support goals and objectives aligned with GM Financial's strategic aim of creating customers for life and promoting GMF mobility objectives.