Job Description:

A small number of customers may contact Stellantis senior leadership, including members of the Board of Directors (BOD), TopExecutive Team or the Executive leader of a specific Stellantis Brand or function, directly with a complaint. These customers mayhave already interacted with Customer Care or a Stellantis dealership and are looking to escalate their complaint to a higherauthority. 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 haveno need to again contact the Stellantis leadership team, protecting the Stellantis brand reputation and improving the customerexperience.

Activities to manage include, but are not limited to:

Receive escalated cases received by top managementRoute cases received for other regions/brands to the appropriate Top Care teamInvestigate the customer's request for support and carry out research as required using Stellantis systems and processesFacilitate all necessary actions to bring the case to resolutionWork with the Stellantis dealer network to find a solutionEscalate to internal corporate organizations, as required, in order to provide the customer with the information or solution toresolve the requestAgree on an action plan and then follow through to conclusion using closed-loop case managementProvide 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 Microsoft 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 schedulePreferred Qualifications2+ 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.

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico.

Everforth Apex uses a virtual recruiter as part of the application process. Click here for more details. By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from Everforth Apex and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at https://www.apexsystems.com/privacy-policy

Everforth Apex Benefits Overview:

Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our Welcome Packet as well, which an Everforth Apex team member can provide.

Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.

If you require an accommodation under the Americans with Disabilities Act to participate in an interview with a virtual recruiter or to use our website for a search or application, please contact our Benefits Department at [email protected] or 804-523-8228. Please note that this contact information is strictly to be used for medical ADA accommodations and that no other inquiries will be answered.

UnitedHealthcare creates and publishes the Transparency in Coverage Machine-Readable Files on behalf of Everforth Apex Systems.

VEVRAA Federal Contractor.

We request Priority Protected Veteran & Disabled Referrals for all of our locations within the state.

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