General Motors has hired and plans to deploy 25 young Connected Customer Specialists to GM dealerships around the nation to help owners understand infotainment systems. Systems that the experts will be helping with include the GMC, Buick, and Cadillac IntelliLink devices as well as the Chevrolet MyLink.
The company interviewed hundreds of people for the jobs and the top 25 were selected. Each person has been trained and educated to know every system inside and out and will now work at every dealership around the country to help others learn about the devices.
"Our new specialists with an average age in their mid-twenties bring the right kind of experience to our team," said Boler-Davis in the GM press release about the team. "They grew up with the phones and technology that our infotainment systems connect with. They know customers and will help with their needs, which is what our company is all about."
Customer Specialists will train Certified Technology Experts at every dealership that sells Chevrolet, Buick, Cadillac and GMC vehicles. They will be placed there to provide support, take questions, and share customer feedback to GM's team of engineers so they can improve devices for the future.
"This total initiative is another example of GM's transformation into a customer-centric organization with the goal of providing the most exceptional and memorable ownership experiences in the automotive industry," said Boler-Davis in the press release. "We've recruited and employed the best people to support our dealers and customers. No other automaker has offered connectivity coupled with support at this level."
The specialists have all worked a number of different tech related jobs for various companies. They will now work mainly in geographic areas that they are already familiar with "demographically and culturally" the company said in a press release.
While also being responsible for training fellow GM workers on the devices, they will also help assist customers who have questions on specific devices before purchasing a vehicle or after already doing so.
A call center is also available for those who are confused or have questions about their infotainment system to make sure customers have an easier time understand all the different features available to them.
"While our infotainment systems are designed to be intuitive and easy to operate, we're taking a proactive approach to ensure customers receive the expert support they may need," said Alicia Boler-Davis, vice president of Global Product Quality and Customer Experience in the press release. "This is one of many ways we are taking care of our customers after they've made their purchase."
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