Military Customer Support Team Lead I job vacancy in GM Financial – Jobs in Texas

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Job Details
Company Name : GM Financial
Company Location : Arlington, TX 76014
Job Position : Military Customer Support Team Lead I
Job Category : Jobs in Texas

Job Description :
Overview:

The Customer Experience Team Leader will provide leadership to ensure an outstanding customer experience is provided in an effective and efficient manner while supporting brand loyalty and customer retention through the promotion of overall satisfaction, net promoter and customer effort scores to include all key performance indicators. The Customer Experience Team Leader is also responsible for providing and supporting Best in Class service by leading teams assigned to multiple servicing channels. The Customer Experience Team Leader is also responsible for enabling a positive work environment and the development of team member core competencies, overall performance, job skills, and development. The Customer Experience Team Leader I will lead various teams to meet business needs. These teams include CXO Phone, Live Chat, LEX Phone, LEX Messaging, Online Support, Clerical, and/or Messaging.
Responsibilities:

JOB DUTIES

Execute strategies and initiatives to optimize customer experience and center performance
Support corporate initiatives and facilitate an understanding of business needs
Ensure adherence to standardized platform and consistent processes
Lead team in a manner that effectively maximizes business results and employee satisfaction
Protect interest of company by ensuring actions of self and others are in compliance with policies and laws
Ensure necessary steps are taken to correct or eliminate inappropriate behaviors or conduct
Identify and address anything that takes away from a safe and healthy work environment
Effectively use reward and recognition tools to drive business results
Foster a cooperative environment and empower individuals by supporting an open forum for innovation, change and growth
Utilize behavioral based coaching techniques to maximize individual and team productivity and performance
Perform other duties as assigned
Conform with all company policies and procedures

REPORTING RELATIONSHIP

AVP Customer Service US
Qualifications:

Knowledge

Advanced knowledge and understanding of GM Financial accounts, policy and procedures
Must have a passion to provide outstanding Customer Service
Must embrace company principles and demonstrate understanding of GM Financial’s and Customer Experience’s culture

Skills

Possess strong leadership skills, including the ability to influence others, develop team members and manage conflict
Possess selling and negotiation skills to help build customer loyalty and retention
Proven ability to effectively lead through change
Effective oral and written communication skills
Demonstrated ability to link specific activities to desired results
Proven interpersonal skills necessary to interact effectively with customers and employees of all levels within the organization
Ability to use appropriate analysis, judgment and logic when solving problems and making decisions

Education

High School Diploma or equivalent required
Bachelor’s Degree or equivalent combination of education and experience preferred

Experience

2-3 years experience in a customer service environment or related work experience required

Working Conditions

Must be able to work a flexible schedule to include potential shift changes
Subject to stressful situations
Harsh language from customers
Fast-paced office environment
Strong focus on providing quality service to internal and external customers
Subject to daily service level requirements