Job Overview
Employment Type
Consulting
Work Schedule
Flexible
Benefits
Health Insurance
Dental Insurance
Paid Time Off
401(k) Plan
Employee Discounts
Training and development programs
Flexible work schedule
Job Description
General Motors (GM) is a globally recognized automotive company with a rich legacy of innovation and commitment to shaping the future of mobility. With a clear vision focused on achieving Zero Crashes, Zero Emissions, and Zero Congestion, GM is dedicated to leading transformative changes that make the world safer, more equitable, and environmentally conscious. The company embraces a culture of inclusion, diversity, and belonging that empowers its employees to thrive and contribute meaningfully to the automotive industry’s evolution. GM offers a dynamic work environment supported by comprehensive benefits aimed at fostering personal and professional growth. The company is proud of its transparent, nondiscriminatory hiring practices and commitment to equal employment opportunities regardless of any protected status. Joining GM means being part of a team working collectively to drive meaningful change through cutting-edge technology and customer-focused solutions.
The EV Concierge Team Lead role at GM is a pivotal leadership position within the Customer Success Operations team. The role involves managing the efficient performance of the EV Concierge advisors, who serve as the frontline contacts for current and prospective customers of electric vehicles (EVs). The Team Lead is responsible for ensuring the team meets and exceeds its Key Performance Indicators (KPIs) and organizational goals. This position requires a thorough understanding of customer success operations, OnStar branded services, and contact center dynamics. The Team Lead supervises a group of 12-16 contract advisors, providing necessary guidance, training, and real-time support to help advisors resolve customer inquiries, vehicle or dealer issues, vehicle locates, and potential sales leads through phone, chat, and email channels.
In addition to day-to-day team management, the Team Lead interfaces with internal and external stakeholders, escalates unresolved concerns to General Manager product owners, and ensures closure and customer satisfaction on all cases. A committed focus on creating a team culture that prioritizes customer-centric service while fostering an engaging workplace environment is key to success. This role also entails performing quality audits on advisors, delivering feedback, managing productivity targets, and participating in ongoing training or certifications to stay abreast of industry developments. Flexibility in work hours is required, as the EV Concierge operates from 8 AM to midnight Monday through Friday, and 9 AM to 9 PM on weekends. This position is hybrid, requiring attendance at a physical location at least three times a week, with no relocation sponsorship or support provided by GM. Overall, the EV Concierge Team Lead will play an essential role in driving customer satisfaction and continuous improvement in GM’s innovative electric vehicle customer service operations.
The EV Concierge Team Lead role at GM is a pivotal leadership position within the Customer Success Operations team. The role involves managing the efficient performance of the EV Concierge advisors, who serve as the frontline contacts for current and prospective customers of electric vehicles (EVs). The Team Lead is responsible for ensuring the team meets and exceeds its Key Performance Indicators (KPIs) and organizational goals. This position requires a thorough understanding of customer success operations, OnStar branded services, and contact center dynamics. The Team Lead supervises a group of 12-16 contract advisors, providing necessary guidance, training, and real-time support to help advisors resolve customer inquiries, vehicle or dealer issues, vehicle locates, and potential sales leads through phone, chat, and email channels.
In addition to day-to-day team management, the Team Lead interfaces with internal and external stakeholders, escalates unresolved concerns to General Manager product owners, and ensures closure and customer satisfaction on all cases. A committed focus on creating a team culture that prioritizes customer-centric service while fostering an engaging workplace environment is key to success. This role also entails performing quality audits on advisors, delivering feedback, managing productivity targets, and participating in ongoing training or certifications to stay abreast of industry developments. Flexibility in work hours is required, as the EV Concierge operates from 8 AM to midnight Monday through Friday, and 9 AM to 9 PM on weekends. This position is hybrid, requiring attendance at a physical location at least three times a week, with no relocation sponsorship or support provided by GM. Overall, the EV Concierge Team Lead will play an essential role in driving customer satisfaction and continuous improvement in GM’s innovative electric vehicle customer service operations.
Job Requirements
- Bachelor’s degree preferred
- two or more years of experience in customer service-related profession
- leadership or management experience
- minimum one year of leadership experience within a call center environment
- proficiency in computer navigation and 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
Job Qualifications
- Bachelor’s degree preferred
- two or more years of experience in customer service-related profession
- leadership or management experience
- minimum one year of leadership experience within a call center environment
- proficiency in computer navigation and 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
- ability to deal with ambiguity and adapt quickly in a fast-paced environment
- ability to manage multiple projects or activities within aggressive timelines
Job Duties
- Provide exceptional service to all internal and external customers
- create and promote a team culture that puts the customer at the center of everything while delivering operational excellence and maintaining an engaging workplace
- supervise assigned group of 12-16 contract advisors providing all necessary supervisory and support functions
- provide proactive support and direction to advisors handling vehicle or dealer concerns, vehicle locates, and potential sales leads in phone, chat, and email channels
- interface with internal and external stakeholders to resolve difficult or complex cases ensuring timely and thorough resolution
- define and contribute to processes that produce best-in-class consumer care experiences and identify opportunities for constant improvement
- help train new staff in areas of expertise
- perform quality audits on assigned advisors and deliver feedback
- manage team productivity to achieve service and customer response targets
- participate in required training or industry-specific certifications
- complete or assist with ad hoc projects within aggressive timelines
- remain flexible on hours depending on team needs
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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