Description: Job Description:
A small number of customers may contact *** senior leadership, including members of the Board of Directors (BOD), Top
Executive Team or the Executive leader of a specific *** Brand or function, directly with a complaint. These customers may
have already interacted with Customer Care or a *** dealership and are looking to escalate their complaint to a higher
authority. These customers will be handled by a Top Care Executive Referrals Manager.
The Executive Referrals Manager will resolve these often complex and emotional complaints in a way that the customer will have
no need to again contact the *** leadership team, protecting the *** brand reputation and improving the customer
experience.
Activities to manage include, but are not limited to:
Receive escalated cases received by top management
Route cases received for other regions/brands to the appropriate Top Care team
Investigate the customer s request for support and carry out research as required using *** systems and processes
Facilitate all necessary actions to bring the case to resolution
Work with the *** dealer network to find a solution
Escalate to internal corporate organizations, as required, in order to provide the customer with the information or solution to
resolve the request
Agree on an action plan and then follow through to conclusion using closed-loop case management
Provide updates if/as requested by the referring party
Position Requirements:
Basic Qualifications
* Bachelor's Degree
* 5 + years professional working experience
* Positive attitude and a passion for customer care; personifies 'willingness to help'
* Ability to be patient and friendly with all types of customers
* Flexibility and adaptability to work in a fast-paced environment; prioritize and manage own workload
* Ability to prioritize conflicting workload to satisfy customers under time pressure
* Ability to troubleshoot issues and provide clear and concise directions to customers
* Excellent written and verbal communication skills, responding with appropriate feedback
* Demonstrated ability or aptitude to understand automotive/technical issues and terminology
* Ability to demonstrate empathy and understanding; diplomatic, polite and apologizes where necessary
* Competent in Client Office/Google Suite, Internet Explorer, Edge and Google Chrome
* Ability to learn, use and manage internal/proprietary applications in support of customer handling
* Ability to build relationships and collaborate with dealer personnel and internal stakeholders
* Ability to work a flexible schedule
Preferred Qualifications
2+ years of customer service experience preferably in a contact center or dealership.
Previous experience with other premium brands, luxury hospitality or retail.
Experience with cloud-based CRM and telephony tools.
Custom Fields:
Name: Company Car Required?
Value: No
Name: Travel Required?
Value: No
Name: Badge Needed?
Value: Yes
Name: Client Card Needed?
Value: No
Name: Driving Required?
Value: No
Name: If Travel is Required, List the Travel Requirements
Value: None
Name: *** Laptop Needed?
Value: Yes
Name: Resource Type
Value: Supplemental (Staff Aug/SRA)