What are the responsibilities and job description for the Executive Referrals Manager position at FCA?
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
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 ret ail.
Experience with cloud-based CRM and telephony tools.
EOE / Disability / Veteran
At Stellantis, we assess candidates based on qualifications, merit and business needs. We welcome applications from people of all gender identities, age, ethnicity, nationality, religion, sexual orientation and disability. Diverse teams will allow us to better meet the evolving needs of our customers and care for our future.
Our benefits reflects the FCA commitment to helping you reach your personal and professional goals. In addition to an environment that promotes career development, we offer benefits for a healthy lifestyle and a rewarding future, designed to take care of you and your family, in various stages of life.
As a global company, our employee packages will vary by country, customary norms and the legal entity into which you are hired.
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
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 ret ail.
Experience with cloud-based CRM and telephony tools.
EOE / Disability / Veteran
At Stellantis, we assess candidates based on qualifications, merit and business needs. We welcome applications from people of all gender identities, age, ethnicity, nationality, religion, sexual orientation and disability. Diverse teams will allow us to better meet the evolving needs of our customers and care for our future.
Our benefits reflects the FCA commitment to helping you reach your personal and professional goals. In addition to an environment that promotes career development, we offer benefits for a healthy lifestyle and a rewarding future, designed to take care of you and your family, in various stages of life.
As a global company, our employee packages will vary by country, customary norms and the legal entity into which you are hired.
