Cadillac Universal Advisor - Remote - Must Be Local To Metro Detroit

Conexess Group; Warren (MI); Remote; USD 42,000 - 54,000; Full time

Job summary

Conexess Group is hiring a remote Cadillac Universal Advisor to support the Cadillac customer care team at General Motors. You’ll help Cadillac owners with vehicle questions and concerns, work with dealerships to resolve issues, and keep owners updated along the way.

As a Cadillac Universal Advisor, you will manage day-to-day contact duties across Customer Assistance, Marketing Support, EV, and Connection Center, using Messaging, Phone, and Email to deliver timely resolutions and build strong

Qualifications

• Bachelor's degree preferred or equivalent work experience.
• 1+ years of luxury customer service experience.
• Technical proficiency, problem solving and troubleshooting skills.
• Proficiency with Excel, PowerPoint and Word.
• Strong verbal and written communication skills.
• Knowledge of General Motors CX Tools and processes.
• Ability to adapt quickly in a fast-paced environment.

Responsibilities

• Handle inbound interactions via phone, email, or messaging.
• Provide proficient case handling with timely resolutions.
• Update Team Leaders on case status, suggestions, resolutions.
• Participate in training to improve skills.
• Troubleshoot vehicle connectivity, Wi-Fi, Infotainment and MyCadillac Mobile App.
• Attend Bi-Weekly 1:1s with Team Leaders for feedback.
• Exceed KPIs such as service level, customer satisfaction, and on-time activity.
• Contribute to a culture focused on customer-centric service and operational excellence.
• Availability to work Sundays-Saturdays with flexible hours.

Skills

Communication skills

Problem solving

Troubleshooting

Technical proficiency

Adaptability

Education

Bachelor's Degree or equivalent experience

Tools

Excel

PowerPoint

Word

GM CX Tools

Job description

Conexess is hiring a remote Cadillac Universal Advisor to support the Cadillac customer care team at General Motors.. You’ll help Cadillac owners with vehicle questions and concerns, work with dealerships to resolve issues, and keep owners updated along the way.

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