EV Concierge Team Lead

Job Description

The Role 

The EV Concierge Team Lead is responsible for managing the efficient performance of the EV Concierge advisors and providing support for them to be successful in building relationships with current and prospective customers of EV vehicles. 

They will execute management priorities, work towards achieving expected results and continuous improvement. 

The team processes cases that come from EV Concierge inbound lines of business. The team lead has a thorough understanding of both Customer Success Operations, OnStar branded services, and contact center operations. The team lead escalates outstanding concerns to GM product owners for resolution.  Team Lead manages all advisor cases to completion, closing the loop with customers to ensure resolution and satisfaction.

The goal of the team is to manage their advisors to the set KPIs and goals of the organization. Team Leads will execute management priorities, work towards achieving expected results and continuous improvement. Team Leads 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. You will execute management priorities, working toward achieving results and continuous improvement.

 

What You’ll Do:

• Provide exceptional service to all internal and external customers. 
• Create and promote a team culture that puts the customer at the center of everything that we do while also delivering operational excellence and maintaining an engaging, vibrant workplace. 
• Supervise assigned group of 12-16 contract advisors, providing all necessary supervisory and support functions for the team. 
• Provide proactive support and direction to advisors working with consumers that request assistance with vehicle or dealer concerns, vehicle locates, and potential sales leads in phone/chat/email channels. 
• Interface with other internal or external stakeholders on behalf of team to resolve difficult or complex cases and provide timely and thorough resolution to the customer. 
• Adhere and contribute to defining processes that produce best-in-class consumer care experiences and identify opportunities for constant improvement. 
• Help train new staff in areas of expertise as needed. 
• Perform Quality Audits (QA) on assigned advisors and deliver feedback. 
• Manage team productivity to achieve service/customer response targets. 
• Participate in any required training or industry-specific certifications to maintain the technical knowledge and skills necessary to perform the job at or above the standard required. 
• Complete and/or assist with ad hoc projects within aggressive timelines as delegated by leadership. 
• Must remain flexible on hours depending on the needs on the team (EV Concierge hours of operations: 8 AM to Midnight, M-F and 9 AM to 9 PM Saturday and Sunday) 

  

Your Skills & Abilities (Required Qualifications):

• Bachelor’s Degree preferred
• 2+ years of experience in customer service-related profession 
• Leadership/Management Experience
• Must have 1 year of leadership experience within a call center environment
• Computer navigation and proficiency in Microsoft Office programs
• Strong reading comprehension and verbal and written communication skills 
• Extensive expertise and knowledge of automotive and electric vehicle industry 
• Expert knowledge of OneCRM

What Can Give You a Competitive Advantage (Preferred Qualifications):

• Ability to deal with ambiguity and adapt quickly in a fast-paced environment  
• Ability to manage multiple projects/activities within aggressive timelines 

#LI-JT2

GM does not provide immigration-related sponsorship for this role. Do not apply for this role if you will need GM immigration sponsorship now or in the future. This includes direct company sponsorship, entry of GM as the immigration employer of record on a government form, and any work authorization requiring a written submission or other immigration support from the company (e.g., H1-B, OPT, STEM OPT, CPT, TN, J-1, etc). This role is categorized as hybrid. This means the selected candidate is expected to report to a specific location at least 3 times a week {or other frequency dictated by their manager}. This job is not eligible for relocation benefits. Any relocation costs would be the responsibility of the selected candidate.

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 believe we all must make a choice every day – individually and collectively – to drive meaningful change through our words, our deeds and our culture. Every day, we want every employee to feel they belong to one General Motors team.

Benefits Overview

From day one, we're looking out for your well-being–at work and at home–so you can focus on realizing your ambitions. Learn how GM supports a rewarding career that rewards you personally by visiting Total Rewards resources.

Non-Discrimination and Equal Employment Opportunities (U.S.)

General Motors is committed to being a workplace that is not only free of unlawful discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that providing an inclusive workplace creates an environment in which our employees can thrive and develop better products for our customers.

All employment decisions are made on a non-discriminatory basis without regard to sex, race, color, national origin, citizenship status, religion, age, disability, pregnancy or maternity status, sexual orientation, gender identity, status as a veteran or protected veteran, or any other similarly protected status in accordance with federal, state and local laws. 

We encourage interested candidates to review the key responsibilities and qualifications for each role and apply for any positions that match their skills and capabilities. Applicants in the recruitment process may be required, where applicable, to successfully complete a role-related assessment(s) and/or a pre-employment screening prior to beginning employment. To learn more, visit How we Hire.

Accommodations

General Motors 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 or call us at 1-800-865-7580. 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.