Consumer Affairs Agent

Kelly Services in partnership with Nissan is currently seeking high skilled individuals to fill Production Technician opening sat the Nissan manufacturing plant located in Canton, MS.

Job Summary

Locatedat the Customer Resource Center in Murfreesboro, TN, this position coordinates requests from Nissan owners relating to vehicle repairor maintenance issues, general product related questions or issues,customer/dealership complaints, and customer out-of-warranty goodwill requests for assistance. Works collaboratively with dealership personnel, regional personnel and NNA support personnel to develop appropriate solutions to the customer requests and communicates those to the customer while providing an exceptional customer service experience.

Primary Job Functions

Coordinates resolutions to customer vehicle issues, dealership complaints,general inquiries, warranty policies, extended service contract policies and out-of-warranty goodwill requests

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

Performs appropriate research with available tools to support/answer customer inquiries; including but not limited to, contacting the CRC parts coordinator to expedite customer parts backorders and the on-site technical specialist to answer general vehicle technical questions

Actively participates in coaching sessions to obtain feedback on call monitoring quality, case management and application of Consumer Affairs policies and procedures

Achieves quality call monitoring and case management Key Performance Indicators as assigned

Provides applicable service campaign/recall information to Nissan customer sand documents those conversations according to Consumer Affairs policies and procedures

Documents customer inquiries/concerns received from customer correspondence,inbound calls and NNA corporate surveys; updates consumer affairs case files with appropriate documentation

Follows-upwith customer, dealership and regional personnel within established SOP guidelines

Engages available resources to resolve customer inquiries to ensure customer issues are resolved within company and legal parameters

Assistsin coordinating out-of-warranty goodwill assistance requests and ensures approvals do not surpass assigned guidelines

Coordinates customer vehicle inspections with dealer technical specialists and maintains customer cases with appropriate and current documentation

Answer sand responds to customer questions regarding vehicle operation issues and warranty policies

Reviews customer out-of-warranty goodwill requests with dealership 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

Completes preliminary research and documentation for vehicle buybacks requests in a timely manner according to procedures communicated by the Dispute Resolution Team

Follows Consumer Affairs policies and procedures as documented in Standard Operating Procedures

Develop sand supports a climate of positive team work that encourages agentjob satisfaction

Actsas a mentor to new agents and team members to assist with their professional development

Qualifications& Requirement

Job Knowledge and Skill

Excellent analytical skills; excellent interpersonal, oral and written communication skills; conflict resolution skills; good presentation skills.

Good organization, project management, workflow management and process improvement skills.

Good problem solving and decision-making skills.

Experience

Prior professional level experience not required

Education

Bachelor’sdegree in a related business discipline is required

Compu…