Cadillac Universal Advisor

Role summary / purpose Cadillac Universal Advisors are responsible for managing day-to-day customer contact duties related to Customer Assistance, Marketing Support, EV, and Connection Center inquiries. Advisors build relationships with customers, dealership personnel, field organization, brand quality, and stakeholders through multiple communication channels including messaging, phone, and email. Key responsibilities • Handle inbound interactions for Customer Assistance, Marketing Support, EV, and Connection Center inquiries through phone, email, or messaging • Provide proficient case handling and timely resolution for customers • Ensure Team Leaders and Senior Advisors have necessary information on case status, suggestions, and resolutions • Participate in additional training to increase skillset and better serve customers • Perform technical troubleshooting of vehicle connectivity, Wi-Fi, Infotainment, and mobile app concerns • Attend bi-weekly one-on-one meetings with Team Leaders to receive constructive feedback on process compliance and customer experience • Exceed team KPI expectations including service level, customer satisfaction, and on-time activity metrics • Contribute to a team culture centered on customer needs and operational excellence • Maintain availability to work Sunday through Saturday with flexible hours based on business needs and shift selection Requirements – education & experience • Bachelor's Degree preferred or equivalent work experience • 1+ years of experience in luxury customer service-related profession • Technical proficiency, problem-solving, and troubleshooting experience • Computer navigation and proficiency in Excel, PowerPoint, and Word • Knowledge of CX tools and processes Required skills • Strong verbal and written communication skills • Ability to deal with ambiguity and adapt quickly in fast-paced environments • Typing proficiency Employment details – type, location, hours Full-time, hybrid position. Training is conducted onsite Tuesday through Thursday for 12 weeks, then remote during production phases. Candidates should be located within 50 miles of Warren, Michigan. Availability required Sunday through Saturday with flexible hours based on business needs. Application process / how to apply Applicants must answer the following questions when submitting: • Describe a time when you had to deal with a difficult or angry person • Tell us about a time you had a deadline or goal to accomplish. What was the goal and what was the result? • Tell us about a time you dealt with a project that had limited instruction • Explain how you would approach service differently for a luxury customer compared to a standard customer, and what specific strategies you would use to provide exceptional service • Describe a time when you went above and beyond to provide the best customer experience possible, including the situation, actions taken, and outcome