Location: This is an in-office position in Warren, MI
Executive Resolution – Team Lead
Executive Team Leads are responsible for managing the day-to-day performance of the Executive advisors. They are driven to provide support for their team members to be successful in building relationships with our customers, members, dealership personnel, Field organization, Brand Quality, and various General Motors Leaders.
Responsibilities include:
• Create and promote a team culture which puts the customer at the center of everything we do while also delivering operational excellence and maintaining an engaging, vibrant workplace.
• Supervise an assigned group of advisors, developing a highly efficient team through ongoing coaching and professional development opportunities.
• Initiate timely project management for multi-faceted problems which the team is faced with, ensuring the team members have necessary information, tools, and technical readiness to execute.
• Assist team members in the research and resolution of escalated situations; provide root cause analysis and necessary corrective action plan.
• Perform weekly Quality Audits with each team member to identify opportunities for improved performance, process compliance and customer experience. Deliver feedback to advisors.
• Interface daily with various levels of Leadership; communicate the ideas and stipulations of Senior management to the team.
• Manage team productivity to ensure advisor compliance with Executive Resolution Team KPIs, such as service level, C-Sat, and completed on time activities.
• Perform administrative duties such as scheduling PTO, lunches, and breaks to ensure team staffing requirements are met.
• Carefully document any coaching opportunities for advisors who are on a Performance Improvement plan and collaborate with advisors’ employer as needed.
• Excellent customer service skills with an emphasis on soft skills, customer-focused proactive resolution, and de-escalation tactics.
• Advanced problem-solving, resolution, and decision-making skills, including the ability to quickly understand and analyze new information and situations.
• Excellent written and verbal business communication skills.
• Passionate about helping people. Projects an attitude caring and professionalism.
• Adept at demonstrating empathy in customer interactions and tenacity in resolving customer requests
• Strong organizational skills and the ability to multitask in a fast-paced environment.
• Self-starter who excels at working independently within a diverse team environment.
• Passionate and enthusiastic about vehicles and products, including knowledge / awareness about the automotive industry and market trends.
• Internet savvy with social media awareness.
• Working knowledge of multiple computer platforms, browsers and operating systems required.
Preferred:
• College degree (B.A./B.S.). Educational requirement may be substituted with equivalent industry-related business experience.
• Experience providing customer service via multiple contact channels (phone, live chat, face-to-face, written correspondence, etc.).
• Experience in customer service, retail and/or sales preferred.
• Willingness to work weekends and flexible hours.