Business Analyst

About the Role

A small number of customers may contact Stellantis senior leadership, including members of the Board of Directors, 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. The Executive Referrals Manager will resolve these often complex and emotional complaints, ensuring the customer has no need to again contact the Stellantis leadership team, protecting the Stellantis brand reputation and improving the customer experience.

Responsibilities

• Receive escalated cases from 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, to provide the customer with the information or solution to resolve the request.
• Agree on an action plan and follow through to conclusion using closed-loop case management.
• Provide updates if/as requested by the referring party.

Requirements

• Bachelor's Degree.
• 5+ years of 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.

Benefits

• Medical, dental, vision, life, and disability insurance plans.
• Employee Stock Purchase Program (ESPP).
• 401K program with company match after 12 months of tenure.
• Health Savings Account (HSA) on the HDHP plan.
• SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions.
• Corporate discount savings program and other discounts.
• On-demand training program and access to certification prep, technical and leadership courses/books/seminars after 6+ months of tenure.
• Certification discounts and perks for associations including CompTIA and IIBA.
• Dedicated customer service team for benefits and resources.
• Access to a certified Career Coach.