Executive Referrals Manager

Stellantis • Auburn Hills, MI

5d

About The Position

The Executive Referrals Manager serves as the primary point of contact for
customer complaints escalated directly to Stellantis senior leadership,
including members of the Board of Directors, the Top Executive Team, or the
Executive Leadership of a specific Stellantis brand or function. This role is
responsible for managing and resolving highly complex, sensitive, and
emotionally charged customer concerns, often following prior interactions with
Customer Care or dealership partners. This position plays a critical role in
safeguarding brand reputation, restoring customer confidence, and ensuring a
seamless customer experience eliminating the need for further executive
escalation.

Requirements

• Bachelor's Degree
• 5 + years professional working experience
• Positive attitude and a passion for customer care; personifies 'willingness to help'
• Ability to be patient and friendly with all types of customers
• Flexibility and adaptability to work in a fast-paced environment; prioritize and manage own workload
• Ability to prioritize conflicting workload to satisfy customers under time pressure
• Ability to troubleshoot issues and provide clear and concise directions to customers
• Excellent written and verbal communication skills, responding with appropriate feedback
• Demonstrated ability or aptitude to understand automotive/technical issues and terminology
• Ability to demonstrate empathy and understanding; diplomatic, polite and apologizes where necessary
• Competent in Microsoft Office/Google Suite, Internet Explorer, Edge and Google Chrome
• Ability to learn, use and manage internal/proprietary applications in support of customer handling
• Ability to build relationships and collaborate with dealer personnel and internal stakeholders
• Ability to work a flexible schedule

Nice To Haves

• 2+ years of customer service experience preferably in a contact center or dealership.
• Previous experience with other premium brands, luxury hospitality or retail.
• Experience with cloud-based CRM and telephony tools.

Responsibilities

• Receive escalated cases received by top management.
• Route cases received for other regions/brands to the appropriate Top Care team.
• Investigate the customer’s request for support and carry out research as required using Stellantis systems and processes.
• Facilitate all necessary actions to bring the case to resolution.
• Work with the Stellantis dealer network to find a solution.
• Escalate to appropriate internal corporate teams as necessary to obtain information or resolution.
• Agree on an action plan and then follow through to conclusion using closed-loop case management.
• Provide updates upon request by the referring party.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager