Executive Support Team Specialist

Nissan Motor Corporation • Murfreesboro, TN

4d

About The Position

We are currently looking for a Executive Support Team Specialist to join our team in Murfreesboro, TN Located at the Customer Resource Center in Murfreesboro, TN, the Executive CA Specialist works on behalf of Nissan/INFINITI Executives by coordinating requests from Nissan/INFINITI owners relating to vehicle repair or maintenance issues, general product related questions or issues, customer complaints, and customer requests for out-of-warranty and Non-Warrantable goodwill 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.

Requirements

• Excellent analytical skills; excellent interpersonal, oral and written communication skills; conflict resolution skills; detail-oriented; good presentation skills.
• Good organization, project management, workflow management and process improvement skills.
• Good problem solving and decision-making skills.
• At least 1 year of experience within the Consumer Affairs Department RCAS, SR. Agent Arbs, Etc is preferred.
• Bachelors Degree in a related business discipline is required.

Responsibilities

• Handles Customer issues and requests for customers who contact NNA/INFINITI and Japan Executives to determine the appropriate course of action.
• Handles all Employee, CCET, NNA Switchboard Referral cases and GT-R customer request issues.
• Reviews and analyzes inquires and complaints that may require special handling, research, and evaluation as requested by Legal, Corporate Communications, and/or Senior Leadership.
• Responsible for addressing all non-Autoline BBB Customer Complaints.
• Provide status updates on cases when/as requested by Executives.
• Responsible for putting together Executive Summaries for High Level Cases when requested.
• Applies business communication skills to articulate a written executive summary of all completed priority executive referral cases.
• Handles all escalated cases from the main Nissan/INFINITI teams, Social Media Customer Experience, as well as the Level 1 (Inbound) team.
• Coordinates resolutions to customer vehicle issues, dealership complaints, general inquiries, warranty policies, extended service contract policies, non-warrantable and out-of-warranty goodwill requests.
• Performs appropriate research with available tools to support/answer customer inquiries; including but not limited to, 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 their 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 customers and 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-up with 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.
• Assists in 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.
• Answers and responds to customer questions regarding vehicle operation issues and warranty policies.
• Reviews customer out-of-warranty goodwill requests with dealership service personnel, Team Lead, Consumer Affairs Management, National Management, 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 Group.
• Follows Consumer Affairs 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.

Benefits

• Career Growth and Continuous Learning Opportunities
• Benefit from diverse career paths, cross-departmental moves, and innovative learning platforms.
• Enhance your skills through seminars, leadership training, and tuition reimbursement programs, all while playing a vital role in shaping the future of transportation.
• From day one, you'll have the support to tackle challenges and contribute to impactful solutions across our organization.
• Rewards: Be supported with a Comprehensive Benefits Package, including medical, mental health, parental leave, retirement savings & unique Nissan perks, including discounts on lease vehicles as part of our Employee Lease Program and a Vehicle Purchase Program (VPP).

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 5,001-10,000 employees