Customer Experience Advocate I

GM Financial • Chandler, AZ

2d

About The Position

The Customer Experience (CX) Advocate is responsible for executing loyalty and retention strategies and resolving account issues in a timely manner for highly complex accounts, while ensuring company policies and procedures, as well as, state and federal laws are followed. The CX Advocate has frequent contact with other internal departments, customers, dealers, and external vendors. Key areas of focus include proactively partnering with external business partners, team leaders, and managers to expedite and resolve complex customer and/or dealer issues in a timely manner to support loyalty and brand retention at the time of servicing and promote overall satisfaction, net promoter, and customer effort scores to include all key performance indicators. The CX Advocate will resolve customer inquiries through multiple channels of communication that may vary based on business need.

Requirements

• Frequent contact with other internal departments, customers, dealers, and external vendors
• Ability to resolve complex customer and/or dealer issues
• Ability to support loyalty and brand retention
• Ability to promote overall satisfaction, net promoter, and customer effort scores
• Ability to resolve customer inquiries through multiple channels of communication

Responsibilities

• Executing loyalty and retention strategies
• Resolving account issues in a timely manner for highly complex accounts
• Ensuring company policies and procedures, as well as, state and federal laws are followed
• Partnering with external business partners, team leaders, and managers to expedite and resolve complex customer and/or dealer issues
• Resolving customer inquiries through multiple channels of communication

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed