Supervisor, Aftersales Customer and Dealer Care Job Vacancy in General Motors Warren, MI – Latest Jobs in Warren, MI

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Company Name : General Motors
Location : Warren, MI
Position : Supervisor, Aftersales Customer and Dealer Care

Job Description : Job Description

The world has changed, and we need your help to change it for the better! The General Motors BrightDrop team is tasked with developing and commercializing smarter ways to deliver goods and services. This includes zero emission solutions that will reduce congestion in cities and improve safety. BrightDrop is seeking customer-focused team members who have a passion for innovative technologies and approaches to business. Access to advanced technologies and the autonomy to challenge convention create an exciting fast-paced environment often associated with Silicon Valley start-ups.

This is a unique opportunity to innovate and scale sustainable solutions to address the world’s mobility challenges. We seek passionate and experienced individuals – come join us and let’s innovate!

To learn more about how we’re building smarter ways to deliver goods and services please go to https://www.gobrightdrop.com/.

Job Responsibilities Include:

Manage and drive accountability on daily basis for the following items:

Using GM and BrightDrop behaviors and values, build a culture of extreme ownership of all internal and external customer/partner concerns

Build and manage a team driven towards first call resolution – keeping vehicle uptime in the forefront

Work with the team in communicating and creating meaningful next steps in all communication

Monitor, manage, and drive performance excellence

Cross-functionally build and collaborate to develop a world class fleet customer and dealer care

Act as liaison between cross-functional teams and respective supplier operation management teams for training, technology enhancements and all contact center activity

Handle and resolve escalated calls; provide root cause analysis and establish necessary corrective actions

Maintain product/client knowledge to help drive better, more tailored experience for BrightDrop partners

Create an inclusive environment instilling startup speed, agility, and creative customer solutions – where we all own creating world class customer experiences and resolution

Additional Job Description

Skills and Qualifications Include:

BrightDrop is seeking customer-focused team members who have a passion for innovative technologies and approaches to business. Access to advanced technologies and the autonomy to challenge convention create an exciting fast-paced environment often associated with Silicon Valley start-ups.Ability to build relationships, influence and gain commitment through communication and collaboration

Knowledge/experience of the GM Field and Dealer organizations and processes is required

Strong working knowledge of customer service measurement procedures and techniques; demonstrate customer focus by investigating and taking action to meet customers’ current and future needs

Ability to motivate others and achieve results by setting clear goals and objectives, measuring performance, and providing guidance and direction

Demonstrated commitment to process improvement, customer-focused in defining quality and established priorities

A self-initiating, independent thinker who is able to suggest and develop both long-term business solutions and short-term tactical strategies and plans

Ability to think both creatively and critically

Ability to work in an environment that is continuously changing and able to bring others along the journey

Strong ability to multi-task

Strong facilitation, oral and written communication skills

Excellent project management skills

Excellent time management skills

Excellent PC skills including MS Office (e.g., Excel, PowerPoint, Word)

Preferred Skills and Qualifications Include:

3-5 years experience in any number of roles, including automotive field roles, Warranty, Aftersales, Customer Experience, etc.

Experience in change management or culture building

Understanding/experience of process improvement, lean methodologies, GMS principles

Education Credentials:

Required: 4-Year degree

Preferred: M.B.A in Business Administration, Operations Management, Marketing, Etc.

Other Notes / Requirements:

Location: This is a hybrid role, expectation is to be in office 2-3 days a week, upon overall return to work guidance.

About GM

Our vision is a world with Zero Crashes, Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better, safer and more equitable for all.

Why Join Us

We aspire to be the most inclusive company in the world. We believe we all must make a choice every day – individually and collectively – to drive meaningful change through our words, our deeds and our culture. Our Work Appropriately philosophy supports our foundation of inclusion and provides employees the flexibility to work where they can have the greatest impact on achieving our goals, dependent on role needs. Every day, we want every employee, no matter their background, ethnicity, preferences, or location, to feel they belong to one General Motors team.

Benefits Overview

The goal of the General Motors total rewards program is to support the health and well-being of you and your family. Our comprehensive compensation plan incudes, the following benefits, in addition to many others:
Paid time off including vacation days, holidays, and parental leave for mothers, fathers and adoptive parents;Healthcare (including a triple tax advantaged health savings account and wellness incentive), dental, vision and life insurance plans to cover you and your family;Company and matching contributions to 401K savings plan to help you save for retirement;Global recognition program for peers and leaders to recognize and be recognized for results and behaviors that reflect our company values;
Tuition assistance and student loan refinancing;Discount on GM vehicles for you, your family and friends.

Diversity Information

General Motors is committed to being a workplace that is not only free of discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that workforce diversity creates an environment in which our employees can thrive and develop better products for our customers. We understand and embrace the variety through which people gain experiences whether through professional, personal, educational, or volunteer opportunities.GM is proud to be an equal opportunity employer.

We encourage interested candidates to review the key responsibilities and qualifications and apply for any positions that match your skills and capabilities.

Equal Employment Opportunity Statements

The policy of General Motors is to extend opportunities to qualified applicants and employees on an equal basis regardless of an individual’s age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity/expression or veteran status. Additionally, General Motors is committed to being an Equal Employment Opportunity (EEO) Employer and offers opportunities to all job seekers including individuals with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, email us atCareers.Accommodations@GM.com. In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.

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