General Motors

EV Concierge Team Lead

General Motors • $75K — $95K *
Warren, MI 48089Hybrid
Manufacturing & Automotive
Less than 5 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Bachelor's Degree preferred
  • 2+ years in customer service
  • Leadership/Management experience
  • 1 year of leadership in a call center
  • Proficient in Microsoft Office
  • Strong communication skills
  • Expertise in automotive and electric vehicle industry
  • Expert knowledge of OneCRM

Responsibilities

  • Provide exceptional service to all customers
  • Create a customer-centered team culture
  • Supervise 12-16 contract advisors
  • Support advisors with customer vehicle inquiries
  • Resolve complex cases on behalf of the team
  • Contribute to defining best practices for consumer care
  • Train new staff and perform quality audits
  • Manage productivity to meet response targets
  • Adapt to team needs with flexible hours

Benefits

  • Hybrid work model with in-office requirements
  • Opportunity to develop leadership skills
  • Engaging and vibrant workplace culture
  • Exposure to automotive and electric vehicle industry
  • Access to ongoing training and industry certifications
Full Job Description
Job Description

The Role

The EV Concierge Team Lead is responsible for managing the efficient performance of the EV Concierge advisors and providing support for them to be successful in building relationships with current and prospective customers of EV vehicles.

They will execute management priorities, work towards achieving expected results and continuous improvement.

The team processes cases that come from EV Concierge inbound lines of business. The team lead has a thorough understanding of both Customer Success Operations, OnStar branded services, and contact center operations. The team lead escalates outstanding concerns to GM product owners for resolution. Team Lead manages all advisor cases to completion, closing the loop with customers to ensure resolution and satisfaction.

The goal of the team is to manage their advisors to the set KPIs and goals of the organization. Team Leads will execute management priorities, work towards achieving expected results and continuous improvement. Team Leads are driven to provide support for their team members to be successful in building relationships with our customers, members, dealership personnel, field organization, Brand Quality, and various General Motors Leaders. You will execute management priorities, working toward achieving results and continuous improvement.

What You'll Do:
  • Provide exceptional service to all internal and external customers.
  • Create and promote a team culture that puts the customer at the center of everything that we do while also delivering operational excellence and maintaining an engaging, vibrant workplace.
  • Supervise assigned group of 12-16 contract advisors, providing all necessary supervisory and support functions for the team.
  • Provide proactive support and direction to advisors working with consumers that request assistance with vehicle or dealer concerns, vehicle locates, and potential sales leads in phone/chat/email channels.
  • Interface with other internal or external stakeholders on behalf of team to resolve difficult or complex cases and provide timely and thorough resolution to the customer.
  • Adhere and contribute to defining processes that produce best-in-class consumer care experiences and identify opportunities for constant improvement.
  • Help train new staff in areas of expertise as needed.
  • Perform Quality Audits (QA) on assigned advisors and deliver feedback.
  • Manage team productivity to achieve service/customer response targets.
  • Participate in any required training or industry-specific certifications to maintain the technical knowledge and skills necessary to perform the job at or above the standard required.
  • Complete and/or assist with ad hoc projects within aggressive timelines as delegated by leadership.
  • Must remain flexible on hours depending on the needs on the team (EV Concierge hours of operations: 8 AM to Midnight, M-F and 9 AM to 9 PM Saturday and Sunday)


Your Skills & Abilities (Required Qualifications):
  • Bachelor's Degree preferred
  • 2+ years of experience in customer service-related profession
  • Leadership/Management Experience
  • Must have 1 year of leadership experience within a call center environment
  • Computer navigation and proficiency in Microsoft Office programs
  • Strong reading comprehension and verbal and written communication skills
  • Extensive expertise and knowledge of automotive and electric vehicle industry
  • Expert knowledge of OneCRM


What Can Give You a Competitive Advantage (Preferred Qualifications):
  • Ability to deal with ambiguity and adapt quickly in a fast-paced environment
  • Ability to manage multiple projects/activities within aggressive timelines


#LI-JT2
GM does not provide immigration-related sponsorship for this role. Do not apply for this role if you will need GM immigration sponsorship now or in the future. This includes direct company sponsorship, entry of GM as the immigration employer of record on a government form, and any work authorization requiring a written submission or other immigration support from the company (e.g., H1-B, OPT, STEM OPT, CPT, TN, J-1, etc).This role is categorized as hybrid. This means the selected candidate is expected to report to a specific location at least 3 times a week {or other frequency dictated by their manager}.This job is not eligible for relocation benefits. Any relocation costs would be the responsibility of the selected candidate.

About General Motors

General Motors Company engages in the manufacture and sale of cars and trucks in the United States, China, Brazil, Germany, the United Kingdom, Canada, and Italy. It offers sedans, crossovers, sport utility vehicles, pick-up trucks, coupes, sports/convertibles and hybrid vehicles, hatchbacks/wagons, and vans, as well as mini cars in India. The company also provides parts and accessories, such as iPod and MP3 compatibility, mobility accessories, performance parts, AC parts and services, and merchandise. In addition, it offers vehicle safety, security, and information services. The company provides used vehicles. It offers its products through dealers and distributors. General Motors Company was formerly known as NGMCO, Inc. and changed its name to General Motors Company in July 2009. The company was incorporated in 2009 and is based in Detroit, Michigan. It operates manufacturing facilities in India, the United States, and Canada. General Motors Company operates as a subsidiary of the United States Department of The Treasury. General Motors led global vehicle sales for 77 consecutive years from 1931 through 2007, longer than any other automaker, and is currently among the world's largest automakers by vehicle unit sales. General Motors acts in most countries outside the USA via wholly-owned subsidiaries but operates in China through 10 joint ventures. GM's OnStar subsidiary provides vehicle safety, security, and information services. In 2009, General Motors shed several brands, closing Saturn, Pontiac, and Hummer, and emerged from a government-backed Chapter 11 reorganization. In 2010, GM made an initial public offering IPOs to date and returned to profitability later that year.

General Motors Careers

Join the dynamic team at General Motors, a global leader in automotive innovation and technology. At General Motors, we offer unparalleled job opportunities that propel your career forward while contributing to a legacy of engineering excellence.

Work You’ll Do

Embark on a career with General Motors to drive the future of mobility. Our team is dedicated to redefining the automotive landscape through innovation and leadership in electric vehicles and sustainable solutions. By joining us, you will be part of a culture that values diversity, teamwork, and continuous professional growth.

Transform Your Career

General Motors is not just a company; it's a community where you can grow your skills alongside the best in the industry. Our leadership is committed to providing every employee—from interns to senior professionals—with opportunities for career advancement, leadership development, and diversity training.

Innovate and Lead

At General Motors, innovation is at the core of everything we do. From research and development to manufacturing, our teams work collaboratively to lead the industry with cutting-edge technologies and sustainable practices. We encourage our employees to think big and push the boundaries of what’s possible.

Join Our Global Team

As part of our global workforce, you will collaborate with talented individuals who are passionate about shaping the future of transportation. General Motors offers a variety of career paths in engineering, design, IT, marketing, and more. With over 155,000 employees worldwide, our network provides expansive opportunities for networking and professional development.

Internship Programs and Employment Benefits

Start your career journey with a General Motors internship, where you can apply your academic knowledge to real-world projects. Our internships provide a robust foundation in the automotive industry, with mentorship from experienced leaders. Full-time employees enjoy a wealth of benefits, including comprehensive health care, retirement plans, and performance bonuses, ensuring that your hard work is rewarded.

Explore Job Opportunities

Whether you’re a seasoned professional or a recent graduate, General Motors offers positions that leverage your unique skills. Our hiring process is designed to identify and nurture talent, focusing on aligning your capabilities with the right opportunities for growth within the company.

Stay Connected

Join Our Team Search open positions that match your skills and interests. At General Motors, we look for innovative, driven, and solution-oriented team players. Explore the possibilities that await you in a career at General Motors.

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Customize your subscription to receive job alerts, latest news, and insider tips tailored to your preferences. Discover the exciting and rewarding career opportunities available at General Motors. Embark on a journey of growth, innovation, and leadership at General Motors. Shape your future in an environment that fosters diversity, learning, and the pursuit of excellence. Join us and redefine the roads of tomorrow.
Learn more about General Motors
Size
157,000 employees
Market Cap
$46.9 billion
Industry
Manufacturing & Automotive
Net Income
$6.4 billion
Founded
1908
5 Year Trend
-3.2%
Revenue
$122.4 billion
NASDAQ
GM
* Ladders Estimates

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