Cadillac Universal Advisor

Customer Experience Advisor (Luxury Automotive)

Industry: Automotive
Job Type: W2 Contract
Location: Warren, MI (Hybrid – Training Onsite, Then Remote)
Compensation: $22.23 hour

Job Description

We're partnering with a Luxury Automotive Company to identify Customer Experience Advisors.

They will be responsible for managing the day-to-day contact duties with 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 customers, dealership personnel, field organization, brand quality, and various stakeholders.

Schedule & Work Arrangement

• Training is onsite Tuesday–Thursday for 12 weeks
• Remote when advisors are in production
• Candidates must reside within 50 miles of Warren, MI
• Must have availability to work Sunday–Saturday with flexibility on hours depending on the needs of the business and shift bid selection

Responsibilities Include

• Handle inbound interactions between Customer Care, Marketing Support, EV, and Connection Center inquiries through phone, email, or messaging
• Proficient case handling for customers while providing resolution in a timely manner
• Ensure Team Leaders and Senior Advisors have the necessary information on case status, suggestions, and resolutions
• Participate in additional training to increase skillset to better handle customers and members
• Connection Center skilling – technical troubleshooting of vehicle connectivity, Wi-Fi, infotainment, and mobile app concerns
• Attend bi-weekly 1:1s with Team Leaders to identify constructive feedback regarding process compliance and customer experience
• Exceed expectations for team KPIs such as service level, customer satisfaction, and completed on-time activity metrics
• Be part of a team culture that puts the customer at the center while delivering operational excellence

Qualifications / Requirements

• Bachelor’s Degree preferred or equivalent work experience
• 1+ years of experience in a 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
• Knowledge of customer experience tools and processes
• Ability to deal with ambiguity and adapt quickly in a fast-paced environment

Additional Requirements

• Typing test required

Application Questions (Required for Submission)

1. Unfortunately, we don’t always deal with happy, easygoing people in our jobs. Describe a time when you had to deal with a difficult or angry person.
2. Tell me about a time you had a deadline or goal to accomplish. What was the goal? What was the result?
3. Tell me about a time you dealt with a project that had limited instruction.
4. Handling customers of a luxury brand often requires a higher level of service. Explain how service would be approached differently for a luxury customer compared to a standard customer. What strategies would be used to provide “white glove” service?
5. Describe a time when you went above and beyond to provide the best customer experience possible. What was the situation, what actions were taken, and what was the outcome?