Customer Experience Advocate I-Bilingual

GM Financial · United States

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.RESPONSIBILITIES

• Provide remarkable service within any CX servicing channel to impact customer retention and loyalty strategies to create customers for life
• Capture and deliver a high level of service by gathering, processing, consolidating, and analyzing data to promote brand loyalty and increase retention for the GM and GMF brands
• Monitor and maintain a closed loop feedback process to ensure that all customer requests and expectations are exceeded
• Establish open communication and build professional relationships with other departments/segments and external vendors, especially Payment Services, Titles/PDP, and Account Services, in an effort to enhance the customer experience and secure customer and dealer loyalty
• Perform account management of complex and high exposure accounts to support customer retention
• Service accounts through inbound and outbound channels to ensure service levels, account resolution, and timely processing of customer requests
• Schedule the appropriate account follow up to ensure customer expectations are met and the highest level of satisfaction is delivered
• Demonstrate a high degree of professional decorum to represent GMF and GM in a positive manner
• Manage assigned accounts while promoting a positive brand image and customer loyalty
• Execute triage account management protocol to deliver immediate resolution to highly complex accounts while promoting first/second call resolution
• Champion delivering a WOW customer experience to customers, dealers, peers, and various business partners
• Execute specialty team processes and strategies as assigned by CX leadership
• Proactively support goals and objectives that positively impact GM Financial's strategic alignment to create a customer for life and promote GMF mobility objectives

Knowledge and Skills

• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint and Outlook)
• Advanced knowledge and understanding of GM Financial accounts, policy, and procedures
• Must embrace company principles and demonstrate understanding of GM Financial's and CXOs culture
• Influences customers and dealers through selling, collecting, promoting and educating
• Excellent written and verbal communication skills to interact customer, dealers, team members, senior management, vendors, and external business partners
• Demonstrate active listening skills and the ability to probe utilizing opening ended questions to uncover customers and dealers stated and unstated needs
• Strong analytical and problem solving skills
• Ability to make independent decisions and use sound judgment in relation to the handling of high exposure accounts
• Proactively manage time while balancing assigned accounts/tasks with minimal supervision
• Strong ability to prioritize multiple and competing duties while delivering a WOW customer and/or dealer experience
• Strong ability to navigate and use multiple applications/systems effectively to resolve high-profile and highly complex customer and/or dealer requests or inquiries
• Proven interpersonal skills with a high degree of professionalism and the ability to interact with customers, dealers, leaders, peers, and senior management
• Proven ability to analyze and use sound judgment to provide the best option to resolve highly complex account issues for customers, dealers, and/or external business partners
• Strong focus on providing quality service to internal and external customers
• Subject to daily service level requirements

Work Experience

• 0-2 years of customer service experience preferred

Education

• High School Diploma or equivalent required
• Bachelors Degree or equivalent combination of education and experience preferred