Executive Referral Manager

At-a-Glance: Are you ready to build your career by joining an international automotive company. If so, our client is hiring an Executive Referral Manager.

• Contract
• Onsite

• Degree (accredited school) or equivalent work experience with emphasis in:
  • Business Administration
  • Business Management
• Must have 2- 4 years (total) of experience in the following:
• Administration:
  General Knowledge of administrative procedures, process/project development, and system procedures.
• Business - General:
  General Knowledge of fundamental business practices and concepts that impact the success and profitability of the organization.
• Business Management:
  General Knowledge of business and management principles involved in strategic planning, resource allocation, leadership technique, human resource management and efficiency and process methods.
• Other
  
  Skills:
  • Must be able to represent company in litigation. court appearances may be required.
  • Excellent follow up and probing skills are necessary.
  • Must be flexible and able to work varied hours
  • Have ability to maintain composure under pressure
  • Possess excellent communication skills (written and verbal) to effectively and confidently communicate with customers.
  • Willing to travel, frequently at short notice.
  • Proficient knowledge in office software
  • Organization structure, workflow and reporting relationships within Home Office, Regions and Dealers
  • Company policies and procedures, Mission and Philosophy
  • Automotive industry as it pertains to competitive brands, industry trends and past and present products.
  • Fully conversant in DAG and CAC customer handling policies, procedures, standards and practices.
  • Must be able to interpret and administer corporate customer handling policies and procedures.
  • Stay current with ongoing programs offered to customers (loyalty programs, recalls, surveys, direct mailings)
  • Fully conversant of services offered (i.e. Pre-owned, Extended Limited Warranty, Roadside Assistance Program.)
  • Collaborative working relationships within the Customer Assistance Center staff.
  • Internal software that is applicable to their job.
  • Must be able to provide guidance and a source of reference, to other departments to insure correct customer handling/response.

• Ability to negotiate post warranty settlements and sales incentives for customers, depending on criteria, in amounts of up to $6,000 per case and 821+ or cases annually.
• Knowledge of all aspects of post warranty assistance and goodwill including but not limited to: the ability to negotiate a successful financial resolution with dealer personnel, internal departments, Field personnel, and customers.
• Ability to communicate the value of customer retention to all internal/external groups by winning customer trust and loyalty, driving business to dealerships, and making the dealer the hero.
• Empowered to resolve escalated issues on behalf of all of the above entities.
• Apply sound and timely financial management to all escalated customer concerns.
• Escalations come from every area of the company and every communication channel.
• Mastery of the following categories: financial negotiation, product, service, recalls, sales, warranty, legal issues, public relations, various media, technical and engineering issues, warranty, marketing and special projects.
• Additional categories added as technology and communication methods change.
• Support Emission Modification Campaign (PG85) with the goal of an 85% completion rate.
• Facilitation of project at authorized dealers. Includes but not limited to understanding updates for all vehicles, extended warranties, parts, repair ETA’s, Class Action ramifications, etc.
• Act as liaison for the CAC, Dealerships, Warranty Services Group, Sales, Aftersales, Engineering, and Legal.
• Directly involved in the initial review of Lemon Law Buyback cases with dealer/field.
• Utilization of AOM goodwill toolkit in order to mitigate cases from further escalation. Research all aspects of escalated cases while determining the need to involve dealerships and/or the Field.
• Includes, but is not limited to: investigation of customer and vehicle details, outreach to necessary departments, dealerships and Field personnel.
• P…