A small number of customers may contact organizations senior leadership, including members of the Board of Directors (BOD), Top Executive Team or the Executive leader of a specific organization Brand or function, directly with a complaint. These customers may have already interacted with Customer Care or a company dealership and are looking to escalate their complaint to a higher authority. 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 have no need to again contact the organizations leadership team, protecting the customer brand reputation and improving the customer experience. Activities to manage include, but are not limited to: *Receive escalated cases received by top management *Route cases received for other regions/brands to the appropriate Top Care team *Investigate the customer's request for support and carry out research as required using company systems and processes *Facilitate all necessary actions to bring the case to resolution *Work with the organizations dealer network to find a solution *Escalate to internal corporate organizations, as required, in order to provide the customer with the information or solution to resolve the request *Agree on an action plan and then follow through to conclusion using closed-loop case management *Provide updates if/as requested by the referring party
Job Requirements
*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 schedule
Preferred Requirements: *2+ 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.