Experience Inc. Jobs

Description:

Cadillac Universal Advisors are responsible for managing the day-to-day contact duties with Cadillac customers across a wide variety of communication platforms. They are driven to provide support for their team leaders for Cadillac to be successful in building relationships with our customers, other team members, dealership personnel, Field organization, Brand Quality, and various General Motors Leaders. The end goal is to have a team of highly skilled Advisors who can universally assist Cadillac customers with any issues related to Customer Assistance, Marketing Support, EV or Connection Center questions, comments, concerns, issues, or feedback.

Responsibilities include:

• Work together to create a team culture which puts the luxury customer at the center of everything we do while also delivering operational excellence and maintaining an engaging, vibrant workplace.

• Timely case handling while always looking for appropriate and unique solutions for our luxury customers, treat them with empathy and understanding, take initiative to resolve multi-faceted problems which the team is faced with, while ensuring the team leaders and potentially the Sr Advisors have the necessary information on case status, suggestions, and resolutions.

• Technical troubleshooting of inbound calls regarding assistance with vehicle

  connectivity, Wi-Fi, Infotainment and MyBrand Mobile App.

• Assist other team members as needed in the research and resolution of escalated situations; provide root cause analysis and necessary corrective action plan.

• Attend weekly Quality Audits with team leaders to identify opportunities for improved performance, process compliance and customer experience. Deliver feedback to TLs and Sr Advisors on case standing.

• Interface daily with various levels of Call Center and potentially GM Leadership; execute on their directive.

• Exceed expectations with regards to Cadillac UA Team KPIs, such as service level, Customer Satisfaction and completed on-time activity metrics.

• Perform administrative duties such as documenting all points of contact, following up with customers, Dealers, Field staff and others as needed, recording all actions taken.

• Drive towards continuous improvement and help carry the team forward to a true Tier 1 Luxury customer experience that exceeds industry standards and sets new bars for performance.

Skills:

customer care, customer service, communication and computer skills, marketing support, writing skills

Top Skills Details:

customer care

Additional Skills & Qualifications:

• 1+ years of experience in automotive customer service-related profession (preferred not required)

• 2+ years of experience in customer service with luxury experience strongly preferred

• General technical proficiency, problem solving and troubleshooting experience required

• Familiarity with both Android and Apple devices - will give them an idea of how proficient they are with technology. Customers will occasionally call in with these types of concerns and these are high tech vehicles.

• Computer navigation and proficiency in Excel, PowerPoint and Word

• Strong reading comprehension and verbal and written communication skills

• Expertise and knowledge of automotive industry (preferred)

• Ability to deal with ambiguity and adapt quickly in a fast-paced environment

• Ability to manage multiple projects/activities within aggressive timelines while still handling customers with empathy and understanding.

Need to be reliable and able to problem solve.

Experience Level:

Expert Level

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.