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Executive Referrals Manager

  • Job
    Full-time
    Senior Level
  • Customer Relations
    Sales & Business Development
  • Auburn Hills

AI generated summary

  • You must have a Bachelor's Degree, 5+ years of experience, strong customer service skills, adaptability, technical understanding, and proficiency in Microsoft Office and CRM tools.
  • You will manage escalated cases, route them appropriately, investigate customer requests, collaborate with dealers, escalate issues as needed, and ensure timely resolution through closed-loop case management.

Requirements

  • Basic Qualifications
  • 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 Qualifications
  • 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.

Responsibilities

  • 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 Stellantis systems and processes
  • Facilitate all necessary actions to bring the case to resolution
  • Work with the Stellantis 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

FAQs

What is the primary responsibility of the Executive Referrals Manager?

The primary responsibility of the Executive Referrals Manager is to resolve complex and emotional customer complaints escalated to senior leadership, ensuring customers do not need to reach out to Stellantis leadership again, thereby protecting the brand reputation and improving the customer experience.

What qualifications are required for this position?

The basic qualifications include a Bachelor's Degree, 5+ years of professional working experience, strong customer care skills, excellent communication abilities, and the capacity to troubleshoot issues and manage conflicting workloads effectively.

Is there a preferred experience for candidates applying for this role?

Yes, preferred qualifications include 2+ years of customer service experience, preferably in a contact center or dealership, as well as prior experience with premium brands, luxury hospitality, or retail.

What software or tools should candidates be familiar with?

Candidates should be competent in Microsoft Office/Google Suite, Internet Explorer, Edge, Google Chrome, and have the ability to learn and manage internal/proprietary applications and cloud-based CRM and telephony tools.

What kind of work environment can candidates expect?

Candidates can expect a fast-paced work environment that requires flexibility and adaptability to prioritize and manage workloads effectively while satisfying customer needs under time pressure.

Is empathy an important trait for the Executive Referrals Manager?

Yes, the ability to demonstrate empathy and understanding is crucial for this role, along with being diplomatic, polite, and willing to apologize where necessary to resolve customer issues.

Will there be opportunities for collaboration with others?

Yes, the Executive Referrals Manager will have opportunities to build relationships and collaborate with dealer personnel and internal stakeholders to facilitate solutions for customers.

What kind of updates will the Executive Referrals Manager provide?

The Executive Referrals Manager will provide updates to the referring party as requested regarding the progress and resolution of escalated cases.

Are there any specific working hours or schedules required for this role?

Yes, the position requires the ability to work a flexible schedule to accommodate customer needs and potential escalations.

How does Stellantis ensure diversity in their hiring process?

Stellantis assesses candidates based on qualifications, merit, and business needs, welcoming applications from individuals of all gender identities, ages, ethnicities, nationalities, religions, sexual orientations, and disabilities to foster diverse teams.

Manufacturing & Electronics
Industry
10,001+
Employees

Mission & Purpose

Our storied and iconic brands embody the passion of their visionary founders and today’s customers in their innovative products and services: they include Abarth, Alfa Romeo, Chrysler, Citroën, Dodge, DS Automobiles, Fiat, Jeep®, Lancia, Maserati, Opel, Peugeot, Ram, Vauxhall and mobility brands Free2move and Leasys. Powered by our diversity, we lead the way the world moves – aspiring to become the greatest sustainable mobility tech company, not the biggest, while creating added value for all stakeholders as well as the communities in which we operate.