Executive Customer Relations Representative

7 days ago

Woodcliff Lake, United States BMW Full time

As an independent group of companies, the BMW Group has a commitment to creativity and breakthrough ideas that goes well beyond the racetrack. In order to continuously create ultimate driving machines, we drive our growth and design excellence by staffing our teams with individuals who are innovative and always looking for the next great idea. If you share our vision and view yourself as an independent, creative thinker, we invite you to join our team in this exceptional role located in Woodcliff Lake, NJ.

Customer Relations and Services operates as a united and results-driven team. While fully supporting one another, we handle the extreme and unique variety of daily customer inquiries and requests for assistance, as well as the accolades from beaming BMW Group enthusiasts who share their driving adventures and excellent sales and service-related experiences.

To deliver the ultimate customer experience, we partner with many BMW Group departments, the Customer Relations Call Center, the BMW Group dealer network and field teams, and our worldwide colleagues.

As an Executive Customer Relations Representative, you are empowered to advocate for the customer on behalf of BMW Group executives and Board members to address and resolve inquiries and requests for assistance while providing an exemplary experience to assure our customers that “they are the heart of everything we do.”

PLEASE NOTE: You will not answer unscheduled customer calls. Rather, you have autonomy as you personally manage your current customer portfolio while having the freedom to plan your workday.

While working remotely, you can expect your direct manager and colleagues to fully support you in smoothly transitioning into your new role. You’ll receive a comprehensive orientation, one-on-one training, ongoing team support and guidance, and partake in warm and welcoming virtual meet and greets with department management and associates.

**Key Responsibilities Include**:

- Assess and resolve customer inquiries and requests for assistance regarding vehicles, products, parts, service and sales to ensure satisfactory resolution consistent with best-in class service. You’ll accomplish this by actively listening to the customer’s needs while putting them at ease, establishing rapport, delivering vital and important case-specific information concisely, and ensuring that they have a positive interaction with the brand.
- Research background of inquiry and investigate vehicle service history through repair orders, Customer Central, Warranty System and other readily available resources.
- Collaborate with the regional field teams and dealer network personnel for resolution and, when applicable, secure goodwill and owner loyalty incentives to promote customer retention.
- Employ call quality and customer satisfaction techniques to maximize customer satisfaction.
- Respond to inquiries from the State Attorney General and the Better Business Bureau, as well as private law firm representation while observing department guidelines and state lemon laws
- Apprise Customer Relations management of potential complications for the BMW Group concerning product, dealers, publicity or other areas.

Join the BMW North America team and enjoy a high-performance Total Rewards package that may include:

- Medical, Dental, and Vision insurance
- All with options for $0 Employee contribution
- 401(k) with Company match
- Retirement Income Account (RIA)
- Employee vehicle program
- Bonus eligibility
- Paid Parental Leave of up to 6 weeks
- Paid Time Off in addition to Company paid holidays where eligible
- Hybrid work environment
- Voluntary Benefits to fit your needs

The salary range for this position is $59,077.00 - $70,048.00.

Even more so than the generous compensation and benefits, the culture and values of BMW North America make it the ultimate working environment. These values are Responsibility, Appreciation, Transparency, Trust, and Openness. We allow these values to guide the way we conduct ourselves and our business.

At BMW, we are driven by diversity, equity, and inclusion. We are proud to be an Equal Opportunity Employer and are welcoming of all individuals, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
- Qualifications

**Requirements**:

- High School diploma or equivalent
- 2+ years’ experience in resolving customer inquiries and complaints
- Keyboarding speed of 45 wpm (minimum) Strong written communication skills
- adept in grammar, spelling, and punctuation
- MS Office Suite proficiency
- Fluency in English required

**Preferences**:

- Associate Degree or Bachelor’s Degree
- Courteous telephone/active listening skills
- Organizational skills with the ability to prioritize
- Self-motivated with the ability to work efficiently in a fast-paced environment
- Thorough and accurate work habits; you pay attention to the details

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