Automotive Universal Advisor

Job Title: Automotive Universal Advisor

Location: Warren, MI-Remote

Travel: Training is Hybrid; Onsite Tuesday-Thursday

Job Type: Full Time, Contract

Expected hours per week: 40

Schedule: *Must Have Open Availability*

Pay: $22.23

Job Description:

Overview

Are you passionate about delivering exceptional customer experiences? Our client is seeking customer-focused professionals to join our team as an Automotive Universal Advisor. In this role, you will serve as the primary point of contact for vehicle owners and prospective customers, providing premium "white glove" support through phone, email, and messaging channels.

This is an excellent opportunity for individuals with luxury customer service experience who enjoy problem-solving, relationship building, and creating world-class customer experiences.

Training & Onboarding Schedule

• September 28 - October 23: New Hire Training
• October 26 - November 20: ABAY Training
• Training is onsite Tuesday through Thursday for approximately 12 weeks
• Once in production, Advisors transition to a remote work environment
• Candidates must reside within 50 miles of Warren, Michigan

Key Responsibilities

• Handle inbound customer interactions related to:
• Customer Care
• Marketing Support
• Electric Vehicle (EV) inquiries
• Connection Center support
• Provide timely and accurate case management and issue resolution.
• Build strong relationships with customers, dealerships, field personnel, and internal GM stakeholders.
• Troubleshoot vehicle connectivity concerns, including:
• Wi-Fi connectivity
• Infotainment systems
• Mobile App
• Connected vehicle services
• Document customer interactions and maintain detailed case records.
• Collaborate with Team Leaders and Senior Advisors regarding case updates and resolutions.
• Participate in ongoing training and professional development opportunities.
• Meet and exceed customer satisfaction, service level, and productivity KPIs.
• Deliver a premium luxury customer experience with every customer interaction.

Qualifications

Required

• Minimum of 1 year of customer service experience, preferably in a luxury brand environment.
• Strong verbal and written communication skills.
• Excellent problem-solving and troubleshooting abilities.
• Comfortable navigating multiple computer systems and applications.
• Proficiency in Microsoft Office (Excel, Word, and PowerPoint).
• Ability to adapt quickly in a fast-paced environment with changing priorities.
• Flexible schedule and willingness to work varying shifts, including weekends.

Preferred

• Bachelor's Degree or equivalent professional experience.
• Knowledge of General Motors customer experience tools and processes.
• Experience supporting connected technology, technical products, or automotive-related services.

Typing Requirement

A typing test is required.

• Minimum score: 40 WPM
• Screenshot of typing test results must be included with your application/resume.

Schedule Flexibility

Candidates must have availability to work:

• Sunday through Saturday
• Various shifts based on business needs and shift bid selection

Application Questions

Please submit responses to the following questions with your application:

1. Describe a time you had to deal with a difficult or angry customer. What was the situation, and how did you handle it?
2. Tell us about a goal or deadline you were responsible for achieving. What was the outcome?
3. Describe a project you completed with limited instructions. How did you approach it?
4. How would you provide a luxury "white glove" experience differently than standard customer service?
5. Tell us about a time you went above and beyond for a customer. What actions did you take, and what was the result?

Why Join Us?

• Be part of an iconic luxury automotive brand.
• Deliver exceptional customer experiences that strengthen customer loyalty.
• Receive extensive training and development opportunities.
• Work alongside a collaborative team focused on operational excellence and customer satisfaction.
• Develop valuable technical, customer service, and problem-solving skills in a fast-growing environment.

Benefits: 80 hours paid time off, and medical insurance contributions, dental vision and our 401k retirement savings plan

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