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.
Position Type:
Required
- 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.
Responsibilities:
- 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.
- Partner with Legal and Engineering Services to conduct in-depth research on customer Product Liability claims (bodily/ personal/ property damage).
- Provide the final determination on behalf to mitigate litigation and protect company interests.
- Proactively submit launch model vehicle information templates containing trending technical topics to alert different areas of possible pending issues.
- Collaborate with individual areas of the company to become the SME in that category.
- Educate team and stakeholders on trending topics for products and services.
- SME required to deliver updates through formal and informal communication channels.
- Accurately document and update customer/vehicle information in internal customer data systems.
- Ensure complete documentation of customer contact with corrections and updates, as required.
- Knowledgeable on all aspects of the Closed Loop Process including but not limited to: timely follow-up of all cases in order to bring them to a successful resolution, ability to communicate and negotiate with internal and external groups and customers.
- Provide training for new ERMs by mentoring and side-by-side support.
Get in Touch:
We want to hear from you! If you think you’d be a good match, submit your resume and reach out to Sparsh at (862) 895-5696 to learn more.
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