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1 Vacancy
Hybrid: This role is categorized as hybrid. This means the successful candidate is expected to report to the Alpharetta GA office three times per week at minimum or other frequency dictated by the business.
The Role:
The Customer Business Resource Manager is responsible for all customer case activity and for creating a bridge between the Customer Assistance Center and the dealership Customer Experience Manager.
This position is also responsible for coordinating and facilitating the communication and details for cases involving the Better Business Bureau (BBB) State agencies applicable state Lemon Laws small claims/not in suit matters (NISMs) and any other Arbitration Dispute Resolution (ADR) matters.
The areas supported are Business Resource Center (BRC) Repurchases and Exchanges (RVDC) Goodwill Empowerment Policy Expense and CSI exceptions.
What Youll Do:
Responsible for handling high profile and executive customer cases promptly
Assist the Regional Customer Experience Manager with various customer assistance activities
Manage field/Customer Assistance Center (CAC) interaction and effectively communicate feedback
Coordinate Empowerment and Goodwill field team and dealership training
Attend and participate in local field Service Club and Zone team meetings
Identify high opportunity dealers trends and observations related to improving the customer experience
Act as main Regional Liaison with the Business Resource Group (BRC) on BBB/Legal cases
Attend BBB hearings and depositions as needed
Act as main interface with the field and the RVDC on vehicle repurchase activities
FacetoFace customer engagement dealership and Head Quarters (HQ) travel as needed
Your Skills & Abilities (Required Qualifications):
Bachelors degree or equivalent experience
Working mechanical and technical automotive knowledge
3 years of field operations experience and proficient knowledge of Dealership Service & Parts Operations.
A valid drivers license is required
Excellent oral and written communication skills
Analytical ability to address and resolve complex challenges
Strong interpersonal skills and ability to work with others within and outside the organization
Strong planning time management and organizational and computer skills
Willingness to travel and/or relocate
What Will Give You a Competitive Edge (Preferred Qualifications):
District Manager Parts & Service experience
Thorough knowledge of GM policies and procedures
Working knowledge of dealership fixed operations
Automotive Customer Service Experience
Competencies:
Strong Customer Orientation.
Successfully builds and maintains strong internal/external relationships.
Successfully Drives for Results & Drives Change Management.
Proficient In Process Improvement Analytical Thinking & Data Judgement.
Effectively demonstrates Informative and Persuasive communication skills.
Effective With Timely Problem Solving.
Consistently Demonstrates Innovation and Creativity.
Consistently Demonstrates Initiative & Adaptability.
This position requires the ability to legally operate a motor vehicle on a regular basis.
This job may be eligible for relocation benefits.
GM DOES NOT PROVIDE IMMIGRATIONRELATED SPONSORSHIP FOR THIS ROLE. DO NOT APPLY FOR THIS ROLE IF YOU WILL NEED GM IMMIGRATION SPONSORSHIP (e.g. H1B TN STEM OPT etc. NOW OR IN THE FUTURE.
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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.
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.
The goal of the General Motors total rewards program is to support the health and wellbeing 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.
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.
GMis an equal opportunity employer and complies with all applicable federal state and local fair employment practices laws. GM is committed to providing a work environment free from unlawful discrimination and advancing equal employment opportunities for all qualified individuals. As part of this commitment all practices and decisions relating to terms and conditions of employment including but not limited to recruiting hiring training promotion discipline compensation benefits and termination of employment are made without regard to an individuals protected characteristics. For purposes of this policy protected characteristics include an individuals actual or perceived race color creed religion national origin ancestry citizenship status age sex or gender (including pregnancy childbirth lactation and related medical conditions) gender identity or gender expression sexual orientation weight height marital status military service and veteran status physical or mental disability protected medical condition as defined by applicable state or local law genetic information or any other characteristic protected by applicable federal state or local laws and ordinances. If you need a reasonable accommodation to assist with your job search or application for employment email us ator call us at. 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.
Required Experience:
Manager
Full-Time