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.