Cadillac Universal Advisors

Vertage Inc.; Warren (MI); Hybrid; USD 25,000 - 41,000; Part time

Job summary

Cadillac Universal Advisors on Henry Leland Road Warren, MI, is seeking a contract Customer Care Advisor. You will manage inbound inquiries by phone, email, or messaging, deliver timely resolutions, and support with connectivity and app issues for Cadillac customers.

You'll collaborate with Team Leaders and Senior Advisors, participate in ongoing training, and strive to exceed KPIs in service levels and customer satisfaction.

Qualifications

• Bachelor's degree or equivalent work experience preferred.
• 1+ year of luxury customer service experience.
• Technical proficiency with troubleshooting skills.
• Proficient in Excel, PowerPoint and Word.
• Strong verbal and written communication abilities.

Responsibilities

• Handle inbound interactions via phone, email, or messaging.
• Provide timely resolutions and maintain case quality.
• Keep Team Leaders informed on status and resolutions.
• Participate in training to enhance customer service skills.
• Troubleshoot connectivity and app related issues for customers.

Skills

Verbal communication

Written communication

Problem solving

Technical proficiency

Education

Bachelor's degree or equivalent

Tools

Excel

PowerPoint

Word

Job description

Location: Henry Leland Road Warren, MI (Hybrid – 3 Days Onsite per Week)

Duration: 6+ Month Contract (Possible Extension)

Employment Type: Contract

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