General Motors

Customer Resource Manager

General Motors

full-time

Posted on:

Origin:  • 🇺🇸 United States • Pennsylvania

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Job Level

Mid-LevelSenior

About the role

  • Remote: This position does not require employee to be on-site full-time to perform most effectively. The employee’s role enables them to work off-site on a permanent basis.
  • The employee must cover territory visits to dealerships in a reoccurring frequency within the entire Northeast Region.
  • The selected candidate must live within a 50-mile radius of Philadelphia, PA or relocate to assigned territory.
  • This job may be eligible for relocation benefits.
  • Own critical customer interactions and advocate for the customer bridging communications between the Customer Assistance Center, the dealership and our field team.
  • Interact directly with our Business Resource Center facilitating repurchases and exchanges, goodwill, policy and CSI exception to help resolve customer issues.
  • Highly engaged with key customer issues including cases involve the Better Customer Bureau (BBB), state agencies including supporting Lemon Law processes as well as small claims or other arbitration dispute resolutions.
  • Develop and innovate new solutions to create a world class customer experience.
  • Analyze customer and dealer data to support process improvements for our dealers.
  • 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 and act as the Regional Liaison with the outside agencies representing our customers.
  • Attend hearings or depositions if needed.

Requirements

  • Bachelor’s degree
  • 3-5 years of experience in automotive sales, marketing, or a related field
  • Strong interpersonal skills and ability to work with others within and outside the organization
  • Strong planning, time management and organizational, and computer skills
  • A valid driver’s license is required
  • Ability to travel up to 25%
  • This position requires the ability to legally operate a motor vehicle on a regular basis
  • GM DOES NOT PROVIDE IMMIGRATION-RELATED SPONSORSHIP FOR THIS ROLE. DO NOT APPLY FOR THIS ROLE IF YOU WILL NEED GM IMMIGRATION SPONSORSHIP NOW OR IN THE FUTURE. THIS INCLUDES DIRECT COMPANY SPONSORSHIP, ENTRY OF GM AS THE IMMIGRATION EMPLOYER OF RECORD ON A GOVERNMENT FORM, AND ANY WORK AUTHORIZATION REQUIRING A WRITTEN SUBMISSION OR OTHER IMMIGRATION SUPPORT FROM THE COMPANY (e.g., H-1B, OPT, STEM OPT, CPT, TN, J-1, etc.) #LI-AP1