Executive Liaison

Executive Liaison at EPITEC Executive Liaison at EPITEC in Ferndale, Michigan Posted in 2 days ago.

Type:

full-time

Job Description:

Location:

Fully onsite in Warren MI - Mon-Fri, standard business hours The Executive Liaison role provides customer service support to vehicle owners/lessees and acts as a point of escalation for customers who have concerns or issues with their vehicle and/or an experience with the company or dealership. These issues have been escalated up to executive leadership level. You will be responsible for case management. You are assigned customer cases and will research the case prior to engaging with the customer so you have some history on the issue. Respond/engage with the customer and appropriate parties (dealerships or other teams) to resolve the case. Cases could be open for several days or weeks and you will need to continue to follow up with the customer until the case is resolved. You'll interact with customers over phone, email, and live chat. The role involves documenting notes and utilizing Salesforce CRM. Must be able to deal with frustrated customers in a calm and professional manner. Turnaround time is measured from the time the issue is brought up until resolution.

Required:

• 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.

Additional Details:

Serve as the primary escalation point for complex and unresolved customer experience (CX) cases, including high-visibility executive escalations involving dissatisfied customers. Conduct thorough research to understand case history, identify key stakeholders, and determine root causes prior to engaging with customers via phone, email, or both. Take full ownership of cases from initial escalation through final resolution or further escalation as needed, ensuring timely and effective outcomes. Manage case lifecycles that may span several days to weeks, maintaining detailed documentation throughout. This role aligns with a Tier 2 Customer Support / Escalation Specialist profile, requiring strong case management experience, excellent communication skills, and the ability to navigate complex customer issues. Prior experience in account management or advanced customer support environments is highly preferred.