Extended Service Business Administrative Specialist

hace 1 mes


Ciudad de México Ford Brasil A tiempo completo

What you’ll be able to do:

The role of the Extended Service Business Administrative Specialist is to support the dealers who sell and customers who have purchased Ford and Lincoln Protect products.

  • Manage the Ford/Lincoln Protect (FLP) roadside assistance program. Supervise the relationship, statement of work, invoicing and general issues between our roadside supplier and FLP.

  • Manage the FLP Dealer Reserve Program. Be responsible for the usage and efficiency of the Dealer Reserve Website.

  • Manage customer refund process.

  • Manage the Ford/Lincoln Protect Hotline Responsible for call center service level metrics and issue resolution.

  • Oversee the Contract Assistance team. The team processes cancellations, registrations, upgrades, transfers, rejected contracts.

  • Develop and implement operational improvement for better effectiveness and efficiency.

  • Manage Ford and Lincoln Protect Program Liaison team including incoming mail, registrations, cancel questions, contract changes, and special requests.

  • Confirm fleet customer contracts are registered via a monthly file. Respond to fleet customer questions and special requests.

  • Provide mentorship and support for Ford/Lincoln Protect customer legal matters and FLP executive escalations.

  • Product owner/Manager for the Document Capture Workflow (DCW) data resource.

  • Approve all customer cancellation refund checks.

  • Approve dealer payments.

  • Support the annual US/Canada product launch.

  • Update the US Administration Manual for product launch.

  • Participate in monthly customer and dealer hotline quality assurance calibration meetings.

  • Maintain Call Center training/quality scores via disposition tracking.

  • Lead all aspects of supplier relationships and pay invoices.

  • Support Ford and Lincoln Protect Area Sales Managers on all facets of Ford/Lincoln Protect Administration.

Requisition ID : 26757



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