Agent Web

This position coordinates requests from NNA owners relating to vehicle repair or maintenance issues, general product related questions or issues, client/retailer complaints, and client out-of-warranty goodwill requests for assistance. Works collaboratively with retailer personnel, regional personnel and NNA USA support personnel to develop appropriate solutions to the client requests.

**Job Activities**
- Coordinates resolutions to client ownership documentation, general inquiries, warranty policies, and out-of-warranty goodwill requests
- Performs appropriate research with available tools to support/answer Client inquiries; including but not limited to, administrative access to U.S. Owner Portal, U.S. Virtual Academy and U.S. Salesforce
- Achieves quality call monitoring and case management Key Performance Indicators as assigned
- Provides applicable service campaign/recall information to NNA Clients and documents those conversations according to Consumer Affairs policies and procedures
- Documents Client inquiries/concerns received from Client correspondence, inbound calls and NNA corporate surveys; updates consumer affairs case files with appropriate documentation
- Follows-up with client, retailers and regional personnel within established SOP guidelines
- Engages available resources to resolve Client inquiries to ensure issues are resolved within company and legal parameters
- Assists in coordinating out-of-warranty or subscription goodwill assistance requests and ensures approvals do not surpass assigned guidelines
- Coordinates Client vehicle inspections with dealer technical specialists and maintains Client cases with appropriate and current documentation
- Answers and responds to Client questions regarding vehicle operation issues and warranty policies
- Reviews Client out-of-warranty goodwill requests with retailer service personnel and regional representatives (FOM's/DOM's) to develop appropriate solutions to assist customers; communicates those decisions to customers in support of NNA company policies and procedures while delivering exceptional customer service
- Follows Consumer Affairs and VCS policies and procedures as documented in Standard Operating Procedures
- Develops and supports a climate of positive team work that encourages agent job satisfaction
- Acts as a mentor to new agents and team members to assist with their professional development
- As necessary, performs other related duties of which the above are representative

**Minimum Qualifications**
- ** Job Knowledge and Skill**: Excellent analytical skills; excellent interpersonal,
- ** Advanced** **English**, oral and written communication skills; strong conflict resolution skill; good presentation skills. Good organization, project management, workflow management and process improvement skills. Good problem solving and decision-making skills. General knowledge of the following functions: Customer Service.
- ** Experience**: Three or more years of Customer Service or directly related professional
- level experience.
- ** Education**: Bachelor's degree from an accredited university

**Nissan (NMEX, NRFS, NRFM y ANZEN) realiza contrataciones con base al cumplimiento del perfil de puesto en la vacante, sin distinción, ni discriminación por género, identidad y/o expresión de género, orientación sexual, raza, color, idioma, religión, opinión política o de cualquier otra índole, origen nacional o social, posición económica, nacimiento o cualquier otra condición.**

**Nissan (NMEX, NRFS, NRFM and ANZEN) hires based on the fulfillment of the job profile in the vacancy, without distinction or discrimination based on gender, gender identity and/or expression, sexual orientation, race, color, language, religion, political or any other opinion, national or social origin, economic position, birth or any other condition.**

Mexico City Mexico