Customer Service Representative

Executive Liaison - Customer Experience (Intermediate Level)

Employment Type: Full-Time

Department: Customer Experience / Escalation Support

The Executive Liaison team serves as the highest tier of support for escalated customer concerns that exceed Tier 1 & Tier 2 contact center capabilities. As an Executive Liaison, you will work directly with atrisk customers post-vehicle sale to resolve complex issues, prevent potential buybacks, and mitigate risk for dealerships. You will determine urgency, choose the most appropriate communication method, and drive quick, effective resolutions through email, text, and phone interactions.

This is a customer focused, problem solving role ideal for someone who excels in fastpaced environments, communicates with empathy, and thrives on turning challenging situations into positive customer experiences.

• Manage and resolve escalated customer cases beyond the scope of Tier 1 & 2 support teams.
• Prioritize cases based on urgency, customer impact, and risk.
• Communicate with customers through phone, text, email, and other channels as appropriate.
• Prevent vehicle buybacks by proactively resolving concerns and coaching customers through solutions.
• Identify and reduce potential liability for dealerships through effective issue resolution.
• Demonstrate empathy, professionalism, and clear communication in all interactions.
• Research case details quickly and analyze new information to determine best resolution paths.
• Maintain thorough documentation in CRM systems (Salesforce and others).
• Collaborate with cross functional teams when needed to support customers.
• Stay informed about General Motors vehicles, product updates, and industry trends.

• Strong critical thinking and advanced problem solving skills.
• Demonstrated experience in customer service with strong soft skills and deescalation techniques.
• Excellent verbal and written communication skills.
• Proven ability to work independently while contributing to a diverse team.
• Highly organized and able to multitask in a fast-paced environment.
• Empathetic approach with a passion for helping customers.
• Proficiency with CRM systems (Salesforce preferred) and ability to navigate multiple computer platforms, browsers, and operating systems.
• Internet savvy with awareness of social media platforms.

• Bachelor's degree (B.A./B.S.) or equivalent business-related experience.
• Experience providing customer service across multiple channels (phone, chat, email, inperson).
• Background in customer service, retail, automotive, or sales.

Top

Skills:

• Customer Service
• Call Center Experience
• Technical Support

Additional

Skills:

• Troubleshooting
• CRM Systems (Salesforce)
• Support & Help Desk Experience
• Dealership Interaction Experience

Intermediate

This is a Contract position based out of Warren, MI.

The pay range for this position is $25.00 - $27.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

This is a fully onsite position in Warren,MI.

This position is anticipated to close on Feb 24, 2026.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.