Description
Hybrid This role is categorized as hybrid. This means the successful candidate is expected to report to the Western Regional Office, Westlake Village, CA three times per week, at minimum [or other frequency dictated by the business
The Role:
The Customer Resource Manager is responsible for all customer case activity and for creating a bridge between the Customer Assistance Center and the dealership Customer Experience Manager. This position is also responsible for coordinating and facilitating the communication and details for cases involving the Better Business Bureau, State agencies, applicable state Lemon Laws, small claims/not in suit matters (NISMs), and any other Arbitration Dispute Resolution (ADR) matters. The areas supported are Business Resource Center (BRC), Repurchases and Exchanges (RVDC), Goodwill, Empowerment, Policy Expense, and CSI exceptions.
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What You'll Do:
- Responsible for handling high profile and executive customer cases promptly
- Assist the Regional Customer Experience Manager with various customer assistance activities
- Manage field/Customer Assistance Center (CAC) interaction and effectively communicate feedback
- Coordinate Empowerment and Goodwill field team and dealership training
- Attend and participate in local field Service Club and Zone team meetings
- Identify high opportunity dealers, trends, and observations related to improving the customer experience
- Act as main Regional Liaison with the Business Resource Group (BRC) on BBB/Legal cases
- Attend BBB hearings and depositions as needed
- Act as main interface with the field and the RVDC on vehicle repurchase activities
- Face-to-Face customer engagement and dealership travel as needed
This job may be eligible for relocation benefits.
Compensation: The compensation information is a good faith estimate only. It is based on what a successful applicant might be paid in accordance with applicable state laws. The compensation may not be representative for positions located outside of New York, Colorado, California, or Washington.
- The salary range for this role is ( 89,700 - 143,300). The actual base salary a successful candidate will be offered within this range will vary based on factors relevant to the position.
- Bonus Potential: An incentive pay program offers payouts based on company performance, job level, and individual performance.
- Benefits: GM offers a variety of health and wellbeing benefit programs. Benefit options include medical, dental, vision, Health Savings Account, Flexible Spending Accounts, retirement savings plan, sickness and accident benefits, life insurance, paid vacation & holidays, tuition assistance programs, employee assistance program, GM vehicle discounts and more
Additional Description
Your Skills & Abilities (Required Qualifications):
- 3+ years Dealer contact, customer relations experience, or related
- A valid driver's license is required
- Excellent oral and written communication skills
- Analytical ability to address and resolve complex challenges
- Strong interpersonal skills and ability to work with others within and outside the organization
- Strong planning, organizational, and computer skills
- Willing to travel 20%
What Will Give You A Competitive Edge (Preferred Qualifications):
- Bachelors Degree preferred
- Working mechanical and technical automotive knowledge
- District Manager Aftersales / District Manager Service experience
- Thorough knowledge of GM policies and procedures
- Working knowledge of dealership fixed operations
GM DOES NOT PROVIDE IMMIGRATION-RELATED SPONSORSHIP FOR THIS ROLE. DO NOT APPLY FOR THIS ROLE IF YOU WILL NEED GM IMMIGRATION SPONSORSHIP (e.g., H-1B, TN, STEM OPT, etc.) NOW OR IN THE FUTURE.
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Diversity Information
General Motors is committed to being a workplace that is not only free of unlawful discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that workforce diversity creates an environment in which our employees can thrive and develop better products for our customers. We encourage interested candidates to review the key responsibilities and qualifications for each role and apply for any positions that match their skills and capabilities. Applicants in the recruitment process may be required, where applicable, to successfully complete a role-related assessment(s) and/or a pre-employment screening prior to beginning employment. To learn more, visit How we Hire
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