Business Analyst Intern Jobs in Rochester, MI (NOW HIRING)

Job#: 3046398
Job Description:
Job Description:
A small number of customers may contact Stellantis senior leadership, including members of the Board of Directors (BOD), Top
Executive Team or the Executive leader of a specific Stellantis Brand or function, directly with a complaint. These customers may
have already interacted with Customer Care or a Stellantis 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 Stellantis leadership team, protecting the Stellantis 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 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
Position 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.
Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.
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Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Everforth Apex team member can provide.
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