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hace 3 semanas
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.-
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