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General Motors · 1 day ago

Customer Resource Manager

Washington, United States

Full-time

Hybrid

Mid Level

$106K/yr - $141K/yr

3+ years exp

General Motors is focused on delivering exceptional customer experiences through their Customer Experience Team within Customer Care and Aftersales. The Customer Resource Manager will handle critical customer interactions, advocate for customers, and drive process improvements while managing relationships with dealerships and external agencies.

AutomotiveElectric VehicleInformation ServicesManufacturingTransportation

No H1B

Responsibilities

Develop and innovate new solutions to create a world class customer experience

Take full ownership of customer issues, managing each case from initial contact through to resolution to ensure a positive outcome

Utilize superior communication skills and problem-solving abilities to optimize workflow and reduce bottlenecks for our customers to improve the outcomes

Analyze customer and dealer data to support process improvements for our dealers to ensure customers are satisfied with the time to complete their vehicle service visit and that the vehicle was fixed right the first time

Manage interactions with the Customer Assistance Center and our retail field partners including end-to-end execution for high-profile referrals

Coordinate empowerment and goodwill initiatives and lead training on the available tools

Attend and participate in local dealer and field team meetings to help dealers identify opportunities and trends to drive process improvement

Act as the Regional Liaison with the outside agencies representing our customers. Including attending hearings or depositions if needed

A passion for great customer experiences as well as an automotive industry acumen and versatility to work cross functionally across the organization and engage effectively with our retail dealer body

Qualification

Automotive sales experienceCustomer experience focusPlanningOrganizationInterpersonal skillsBachelor’s degreeComputer skillsValid driver’s licenseProblem-solving abilitiesTime management