Customer Service Representative

Executive Liaison – Customer Experience (Intermediate Level)

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 at-risk 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 fast-paced environments, communicates with empathy, and thrives on turning challenging situations into positive customer experiences.

Key Responsibilities

• 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.

Required Qualifications

• Strong critical thinking and advanced problem-solving skills.
• Demonstrated experience in customer service with strong soft skills and de-escalation 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.

Preferred Qualifications

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

Skills & Competencies

• Top Skills: Customer Service, Call Center Experience, Technical Support
• Additional Skills: Troubleshooting, CRM Systems (Salesforce), Support & Help Desk Experience, Dealership Interaction Experience

Experience Level

Intermediate

Job Type & Location

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

Pay and Benefits

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)

Workplace Type

This is a fully onsite position in Warren, MI.

Application Deadline

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