Job Description

This position coordinates requests from NNA owners relating to vehicle repair or maintenance issues, general product related questions or issues, client and 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.

• Coordinates resolutions to client ownership documentation, general inquiries, warranty policies, and out-of-warranty goodwill requests
• Corresponds on NNA Client inquiries resulting from inbound call, chat and SMS inquiries, emails and mail to deliver an exceptional Client experience
• Performs appropriate research with available tools to support or answer Client inquiries; including but not limited to, administrative access to US Owner Portal, US Virtual Academy and US Salesforce
• Actively participates in coaching sessions to obtain feedback on call, chat and SMS monitoring quality, case management and application of Consumer Affairs and VCS policies and procedures
• 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

• Advanced English
• Education: Bachelor's degree from an accredited university
• 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.
• Computer Skills: Thorough computer knowledge such as word processor, spreadsheet, other PC applications, or mainframe applications to resolve complex problems in day to day situations.

Only resumes submitted in English will be reviewed.