Cadillac Universal Advisor / Luxury Customer Service Representative

Job Description: December New Hire Cadillac Universal Class

Title: Cadillac Universal Advisor / Luxury Customer Service Representative

Start Date: TBD

Openings: TBD

Submittals per Supplier: TBD

Q4 New Hire Class

Interview and Hiring Timeline:

• TBD

Training is Monday - Friday from 8:00 AM to 5:00 PM. Mondays/Fridays are remote, Tuesday-Thursday are onsite for 12 weeks. Once advisors are in production, they will move fully remote. The advisors should be within 50 miles of Warren, MI.

Please make sure you have the following items completed and compiled into one document before sending a candidate profile to Natalie:

• An updated/current resume
• Completed typing test
• Completed written responses

Note, if a candidate has employment gaps or roles that ended due to a contract completion, please ensure those details are addressed on the resume. Typing Test Required

• 40+ WPM

Written Responses Required

• Unfortunately, we don’t always deal with happy, easygoing people in our jobs. Describe a time when you had to deal with a difficult or angry person.
• Tell me about a time you had a deadline or goal to accomplish. What was the goal? What was the result?
• Tell me about a time you dealt with a project that had limited instruction.
• Handling customers of a luxury brand often requires a higher level of service. Could you explain how you would approach service differently for a luxury customer compared to a standard customer? What specific strategies would you use to provide ‘white glove’ service
• Can you describe a time when you went above and beyond to provide the best customer experience possible? What was the situation, what actions did you take, and what was the outcome?

Job Overview:

Cadillac Universal Advisors are responsible for managing the day-to-day contact duties with Cadillac customers with any issues related to Customer Assistance, Marketing Support, EV, and Connection Center. Communication methods used are Messaging, Phone, and Email. Advisors are driven to be successful in building relationships with our customers, dealership personnel, Field organization, Brand Quality, and various General Motors stakeholders. Responsibilities Include:

• Handle inbound interactions between Cadillac Care, Marketing Support, EV, and Connection Center inquiries through phone, email, or messaging.
• Proficient case handling for your customers while providing them with resolution in a timely manner.
• Ensuring the Team Leaders and Senior Advisors have the necessary information on case status, suggestions, and resolutions.
• Participating in additional training to increase skillset to better handle our customers and Members.
• Connection Center Skilling- Technical troubleshooting of vehicle connectivity, Wi­ Fi, Infotainment and MyCadillac Mobile App concerns.
• Attended Bi-Weekly 1:1’s with Team Leaders to identify constructive feedback regarding process compliance and customer experience.
• Exceed expectations for team KPls, such as service level, Customer Satisfaction and completed on-time activity metrics.
• Be a part of a team culture that puts the customer at the center of everything we do while also delivering operational excellence.
• Must have availability to work Sunday-Saturday with flexibility on hours depending on the needs the business and shift bid selection.

Qualifications/Requirements:

• Bachelor’s Degree preferred or equivalent work experience
• 1+ Years of experience in luxury customer service-related profession
• Technical proficiency, problem solving, and troubleshooting experience
• Computer navigation and proficiency in Excel, PowerPoint, and Word
• Strong verbal and written communication skills
• Knowledge of General Motors CX Tools and processes
• Ability to deal with ambiguity and adapt quickly in a fast-paced environments

Desired Skills and Experience Cadillac Universal Advisors are responsible for managing the day-to-day contact duties with Cadillac customers with any issues related to Customer Assistance, Marketing Support, EV, and Connection Center. Communication methods used are Messaging, Phone, and Email. Advisors are driven to be successful in building relationships with our customers, dealership personnel, Field organization, Brand Quality, and various General Motors stakeholders. Responsibilities Include:

Handle inbound interactions between Cadillac Care, Marketing Support, EV, and Connection Center inquiries through phone, email, or …