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hace 4 semanas
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.1. Coordinates resolutions to client ownership documentation, general inquiries, warranty policies, and out-of-warranty goodwill requests3. 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. Salesforce5. Achieves quality call monitoring and case management Key Performance Indicators as assigned6. Provides applicable service campaign/recall information to NNA Clients and documents those conversations according to Consumer Affairs policies and procedures7. Documents Client inquiries/concerns received from Client correspondence, inbound calls and NNA corporate surveys; updates consumer affairs case files with appropriate documentation8. Follows-up with client, retailers and regional personnel within established SOP guidelines9. Engages available resources to resolve Client inquiries to ensure issues are resolved within company and legal parameters10. Assists in coordinating out-of-warranty or subscription goodwill assistance requests and ensures approvals do not surpass assigned guidelines11. Coordinates Client vehicle inspections with dealer technical specialists and maintains Client cases with appropriate and current documentation12. Answers and responds to Client questions regarding vehicle operation issues and warranty policies13. 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 service15. Follows Consumer Affairs and VCS policies and procedures as documented in Standard Operating Procedures16. Develops and supports a climate of positive team work that encourages agent job satisfaction17. Acts as a mentor to new agents and team members to assist with their professional development**Minimum Qualifications**- Job Knowledge and Skill: Excellent analytical skills; excellent interpersonal, English Level Intermediate or Advanced language 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- Avilability to work 48 hrs per weekTipo de puesto: Tiempo completoSalario: $18,000.00 - $20,000.00 al mesHorario:- Turno de 10 horasPrestaciones:- Opción a contrato indefinido- Seguro de gastos médicos- Vacaciones adicionales o permisos con goce de sueldo- Vales de despensaTipos de compensaciones:- Bono de productividadEducación:- Licenciatura terminada (Deseable)Idioma:- Inglés fluido (Obligatorio)
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