Consumer Affairs Agent

JobSummary

• Locatedat the Customer Resource Center in Murfreesboro, TN, this positioncoordinates requests from Nissan owners relating to vehicle repairor maintenance issues, general product related questions or issues,customer/dealership complaints, and customer out-of-warrantygoodwill requests for assistance.  Works collaboratively withdealership personnel, regional personnel and NNA support personnelto develop appropriate solutions to the customer requests andcommunicates those to the customer while providing an exceptionalcustomer service experience.

PrimaryJob Functions

• Coordinatesresolutions to customer vehicle issues, dealership complaints,general inquiries, warranty policies, extended service contractpolicies and out-of-warranty goodwill requests

• Correspondsto Nissan customer inquiries resulting from inbound inquiries,emails and mail to deliver exceptional customer service

• Performsappropriate research with available tools to support/answer customerinquiries; including but not limited to, contacting the CRC partscoordinator to expedite customer parts backorders and the on-sitetechnical specialist to answer general vehicle technical questions

• Activelyparticipates in coaching sessions to obtain feedback on callmonitoring quality, case management and application of ConsumerAffairs policies and procedures

• Achievesquality call monitoring and case management Key PerformanceIndicators as assigned

• Providesapplicable service campaign/recall information to Nissan customersand documents those conversations according to Consumer Affairspolicies and procedures

• Documentscustomer inquiries/concerns received from customer correspondence,inbound calls and NNA corporate surveys; updates consumer affairscase files with appropriate documentation

• Follows-upwith customer, dealership and regional personnel within establishedSOP guidelines

• Engagesavailable resources to resolve customer inquiries to ensure customerissues are resolved within company and legal parameters

• Assistsin coordinating out-of-warranty goodwill assistance requests andensures approvals do not surpass assigned guidelines

• Coordinatescustomer vehicle inspections with dealer technical specialists andmaintains customer cases with appropriate and current documentation

• Answersand responds to customer questions regarding vehicle operationissues and warranty policies

• Reviewscustomer out-of-warranty goodwill requests with dealership servicepersonnel and regional representatives (FOM’s/DOM’s) to developappropriate solutions to assist customers; communicates thosedecisions to customers in support of NNA company policies andprocedures while delivering exceptional customer service

• Completespreliminary research and documentation for vehicle buybacks requestsin a timely manner according to procedures communicated by theDispute Resolution Team

• FollowsConsumer Affairs policies and procedures as documented in StandardOperating Procedures

• Developsand supports a climate of positive team work that encourages agentjob satisfaction

• Actsas a mentor to new agents and team members to assist with theirprofessional development

Qualifications& Requirement

• JobKnowledge and Skill

• Excellentanalytical skills; excellent interpersonal, oral and writtencommunication skills; conflict resolution skills; good presentationskills.

• Goodorganization, project management, workflow management and processimprovement skills.

• Goodproblem solving and decision-making skills.

• Experience

• Priorprofessional level experience not required

• Education

• Bachelor’sdegree in a related business discipline is required

• ComputerSkills

• Thoroughcomputer knowledge such as word processor, spreadsheet, other PCapplications, or mainframe applications to resolve complex problemsin day to day situations.

Benefits& Perks

• Competitiveweekly pay

• Upto 9 paid holidays (After 90 days on assignment)

• Abilityto participate in the vehicle purchase plan

• Freeuse of the fitness center

• Paidtime off after one year of service

• Discounton auto insurance, travel and more

• Eligibilityto participate in 401(k)

• JobKnowledge and Skill

• Excellentanalytical skills; excellent interpersonal, oral and writtencommunication skills; conflict resolution skills; good presentationskills.

• Goodorganization, project management, workflow management and processimprovement skills.

• Goodproblem solving and decision-making skills.

• Experience

• Priorprofessional level experience not required

• Education

• Bachelor’sdegree in a related business discipline is required

• ComputerSkills

• Thoroughcomputer knowledge such as word processor, spreadsheet, other PCapplications, or mainframe applications to resolve complex problemsin day to day situations.

All your information is kept confidential as per EEO standards.

Why is this a great opportunity? The answer is simple…working at our client is more than a job; it’s a career. The opportunities are diverse whether you are right at the start of your career or whether you are looking for new challenges this is the job for you, so be quick and apply now!