Customer Experience Advocate I

GM Financial•Chandler, AZ

2d•Hybrid

About The Position

This role delivers exceptional customer service and account management support to strengthen customer loyalty, retention, and satisfaction for GM Financial and General Motors. The position serves as a key advocate for customers by resolving complex account issues, building strong cross-functional relationships, and ensuring a seamless, high-quality customer experience across all service channels.

Requirements

Proficient in Microsoft Office Suite (Word, Excel, PowerPoint and Outlook)
Advanced knowledge and understanding of GM Financial accounts, policy, and procedures
Must embrace company principles and demonstrate understanding of GM Financial's and CXO’s culture
Influences customers and dealers through selling, collecting, promoting and educating
Excellent written and verbal communication skills to interact customer, dealers, team members, senior management, vendors, and external business partners
Demonstrate active listening skills and the ability to probe utilizing opening 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 relation to the handling of high exposure accounts
Proactively manage time while balancing assigned accounts/tasks with minimal supervision
Strong ability to prioritize multiple and competing duties while delivering a WOW customer and/or dealer experience
Strong ability to navigate and use multiple applications/systems effectively to resolve high-profile and highly complex customer and/or dealer requests or inquiries
Proven interpersonal skills with a high degree of professionalism and the ability to interact with customers, dealers, leaders, peers, and senior management
Proven ability to analyze and use sound judgment to provide the best option to resolve highly complex account issues for customers, dealers, and/or external business partners
Strong focus on providing quality service to internal and external customers
Subject to daily service level requirements
Working effectively within an AI enabled environment: Ability to use AI tools (e.g., Microsoft Copilot) to support daily work
Skills in evaluating AI outputs for accuracy, compliance, and bias
Experience integrating AI into workflows to improve efficiency or insights
Familiarity with AI assisted research, summarization, and content generation
Understanding of responsible AI use, including ethics and data protection
0-2 years of customer service experience preferred
High School Diploma or equivalent required

Nice To Haves

Bachelor’s Degree or equivalent combination of education and experience preferred

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 GMF 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