Automotive Call Center Rep

Advisors are responsible for managing the day‑to‑day contact duties with Cadillac customers across a wide variety of communication platforms. They are driven to provide support for their team leaders to help Cadillac build relationships with customers, other team members, dealership personnel, the Field organization, Brand Quality, and various General Motors Leaders. The end goal is to have a team of highly skilled Advisors who can universally assist Cadillac customers with any issues related to Customer Assistance, Marketing Support, EV or Connection Center questions, comments, concerns, issues, or feedback.

• Work together to create a team culture that puts the luxury customer at the center of everything we do while also delivering operational excellence and maintaining an engaging, vibrant workplace.
• Handle cases timely while always looking for appropriate and unique solutions for our luxury customers. Treat them with empathy and understanding, take initiative to resolve multi‑faceted problems, and ensure team leaders and Senior Advisors have necessary information on case status, suggestions, and resolutions.
• Perform technical troubleshooting of inbound calls regarding assistance with vehicle connectivity, Wi‑Fi, Infotainment, and MyBrand Mobile App.
• Assist other team members as needed in researching and resolving escalated situations; provide root cause analysis and necessary corrective action plans.
• Exceed expectations with respect to Cadillac UA Team KPIs, such as service level, Customer Satisfaction, and completed on‑time activity metrics.
• Perform administrative duties such as documenting all points of contact, following up with customers, dealers, field staff and others, and recording all actions taken.

• 2–3 years of call‑center experience.
• General technical proficiency, problem‑solving and troubleshooting skills.
• Strong reading comprehension and verbal and written communication skills.
• Familiarity with both Android and Apple devices.
• Proficiency in Excel, PowerPoint and Word.
• Experience with customer service, technical support, call centers, help desks, CRM systems and dealership branding.
• Automotive knowledge is a plus but not required.
• 2+ years of experience in customer service with luxury experience strongly preferred.

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

The pay range for this position is $20.00 – $21.50 per hour.

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 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)

This is a hybrid position in Warren, MI.

This position is anticipated to close on Jul 10, 2026.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.