Business Analyst #1019580
Description:
A small number of customers may contact organizations senior leadership, including members of the Board of Directors (BOD), Top Executive Team or the Executive leader of a specific organization Brand or function, directly with a complaint. These customers may have already interacted with Customer Care or a company 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 organizations leadership team, protecting the customer 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 company systems and processes
• Facilitate all necessary actions to bring the case to resolution
• Work with the organizations 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

 
Requirements:

• 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 Requirements:

• 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.

 
Additional Information / Must Have's:

• Someone with 2-3 years customer service background, preferably in an automotive setting.
• Someone with excellent communication skills.
• Someone who is motivated, can think on their feet and is a good decision maker.
• Someone who is comfortable working with executive leadership
• Someone who is a quick learner
• Onsite: 3 -5 days per week – Auburn Hills, MI
• Our vehicle is not required for the job.
• No Travel

 
Additional Info: At FastTek Global, Our Purpose is Our People and Our Planet. We come to work each day and are reminded we are helping people find their success stories. Also, Doing the right thing is our mantra.  We act responsibly, give back to the communities we serve and have a little fun along the way.
We have been doing this with pride, dedication and plain, old-fashioned hard work for 24 years!
FastTek Global is financially strong, privately held company that is 100% consultant and client focused.
We've differentiated ourselves by being fast, flexible, creative and honest. Throw out everything you've heard, seen, or felt about every other IT Consulting company. We do unique things and we do them for Fortune 10, Fortune 500, and technology start-up companies.
Our benefits are second to none and thanks to our flexible benefit options you can choose the benefits you need or want, options include:
 

• Medical and Dental (FastTek pays majority of the medical program)
• Vision
• Personal Time Off (PTO) Program
• Long Term Disability (100% paid)
• Life Insurance (100% paid)
• 401(k) with immediate vesting and 3% (of salary) dollar-for-dollar match

 
Plus, we have a lucrative employee referral program and an employee recognition culture.
FastTek Global was named one of the Top Work Places in Michigan by the Detroit Free Press in 2013, 2014, 2015, 2016, 2017, 2018, 2019, 2020, 2021, 2022, and 2023!
To view all of our open positions go to: https://www.fasttek.com/fastswitch/findwork
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