Business Analyst

Job Description:


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


Position Requirements:


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 retail.

Experience with cloud-based CRM and telephony tools.


Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico.

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