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Assistant Manager, Customer Care Centers & Roadside Assistance

Date: Dec 6, 2022

Location: Fountain Valley, CA, US, 92708

Company: Hyundai Motor America

At Hyundai, we’ve rethought our business and created cars that combine performance, quality, design and innovation into a complete package.

It’s time you rethink what you expect from an employer.

At Hyundai, we understand you're not just building a career – you're building a life. We believe in our people and realize that our success is a direct result of our commitment in offering you great opportunities for your career. If you would enjoy working in a dynamic environment and are looking for a chance to become part of a stellar team of professionals, we invite you to apply online today.

 

Reports to

Manager, Customer Operations Contact Centers

Location

NHQ

Exempt Status

Exempt

Vehicle Benefit

4 Employee Vehicle Lease(s)

Purpose

~Manage Customer Care product familiarity program to ensure that Hyundai Customer Care Center agents have the necessary product familiarity to effectively and efficiently support customers.  This is done through management of our customer care product launch process as well as through management of our knowledge management system.   Provide strategic input and manage Roadside Assistance program. Monitor, manage, and present customer care launch support efforts to cross functional teams and executives.  This includes ensuring that customer care has all items required (on time) in order to successfully support newly launched vehicles.  Responsible for compiling and QA for call center and RSA ACLs (financial recovery efforts).

Major Responsibilities

~Manage day-to-day support for Roadside Assistance (RSA) program.

~Responsible for coordinating, invoicing, contracts, purchase orders

~Work with internal teams to implement, and lead digital dispatching efforts and app integration

~Provide assistance coordinating special tows as needed

~Manage VIP cases

~Create and submit roadside ACLs (cost recovery efforts).

~New vehicle launch support lead

~Documentation of launch readiness for customer care

~Create “Launch Gate” decks and present to executive teams and cross-functionally

~Provide training to team as necessary

~Lead HCCC (Tier 1 customer care) recall support efforts

~Develop, in conjunction with manager, proactive outreach programs for vehicle recalls

~Overseeing implementation and updating knowledge management cards

~Training and Knowledge Management Support

~Lead responsibility to drive assimilation of technical information and product familiarity for the HCCC and Identify proactively when new or additional product information needs to be communicated

~Coordinate and implement knowledge base articles with customer care and case management leads

 

Major Responsibilities (continued)

~Support HCCC data, reporting, and analytics 

~Assist monthly executive report detailing monthly and YTD transactions with recommendations for operational improvement.

~Coordinates quarterly business review meetings

~Interact with departments affiliates and business partners.

~Problem solve and develop structure to make product familiarity processes efficient

~Supporting special customer care related requests from Quality (e.g. engineering).

~Defining business requirements, translating into RFP’s and SOW’s, and ensuring requirements are effectively met

~Develop ideas for efficient operation, review and implement ideas with the Corporate Planning and sales development teams.

~ACL Support (Call Center financial recovery)

~Point person for recovery calculations for HCCC and Roadside Assistance efforts

~Coordinate with manufacturing liaison to submit and track ACLs

~NEXO Support

~Aid in creating dedicated Fuel Cell/EV Vehicle customer care team

~Manage the knowledge base articles supporting NEXO vehicle support in conjunction with program owner

~Monitor call center Nexo activit, identify issues, resolve, and distribute with Hyundai standards.

 

Authority

~Partner with Corp Planning, Purchasing, Legal, PR to create RFP, vendor selection and manage vendor to support social media operations.

~Identify assets needed for HCCC product familiarity (including, but not limited to, Hyundai vehicles, custom-build head unit kiosks, training), obtain these resources (including ordering new vehicles for HCCC onsite product familiarity use), and arrange for transportation and legal documentation as needed to allow for HCCC use of these assets.

~Manage daily interactions with HCCC product specialists to ensure their preparedness and effectiveness in supporting overall HCCC product familiarity.

~Manage invoice, billing, etc. for vendors if vendors are used as part of overall strategy. Partner with HMA’s Purchasing and Legal Departments to ensure department and vendor operations remain within the best financial, economic, and intellectual interest of the company.

~Constantly monitor and review the effectiveness of current programs and processes, making recommendations for revisions where and when necessary to continually improve the level of service and/or product provided.

~Consistently act in the best financial interest of HMA while providing the highest level of support to HMA’s customers through social media.

~Authority to authorize and extend Goodwill to customers.

~Authority to authorize special tow requests and reunite tows for RSA.

Education

~ Must be a high school graduate
~ Bachelor’s degree preferred

Related Experience

~ 5+ years of experience in a business management/ financial related environment, preferably in the automotive industry. 

~

~ Three or more years of experience with professional writing (editorial, advertising copy, PR, etc).

~ 1-3 years Training and presenting experience (preferred)

~ Experience with automotive technology required.

~ Automotive industry experience a plus.

~ Experience with retail automotive dealer operations a plus.

~ Experience with customer service operations a plus.

Skills/Knowledge

~ Strong analytical skills and ability.

~ Excellent written and oral communication skills.

~ Must be able to create and present to senior staff and executives.

~ Works well independently and in a group setting.

~ Must be able to work with other departments and staff effectively to assist in development/tracking of program objectives.

~ Excellent knowledge of Microsoft Office software (Word, Excel, PowerPoint, Access). 

~ Ability to manage all aspects of a program including program definition and development, vendor selection and management, budget development and management, reporting and developing executive presentations.

~ Ability to quickly grasp and use specialized programs, i.e. Siebel CRM, QMF and other advanced data analysis applications.

~ Excellent organization and follow-up skills.

~ Automotive and social media enthusiast.

Certification Required

~ N/A

Physical Requirements

Normal office duties
Able to travel domestically

Compensation & Benefits

Actual pay will be based on skills, experience and education. Our total rewards package includes base salary, bonus and benefits. Benefits include healthcare insurance (medical/prescription, dental, vision), 401(k) company match, a quarterly employer enhanced contribution, basic life insurance, short- and long-term disability, employee assistance program (work/life balance programs and confidential counseling), expert medical services (provider referrals, second opinion), business travel accident insurance, health advocacy (coordinate care and services, assistance with claim and billing issues, understanding Hyundai benefits), annual discretionary bonus, accrued vacation pay, company provided sick pay, vehicle lease program (monthly fee includes insurance and maintenance). 

 

Our Company adheres to the equal employment opportunity guidelines set forth by federal, state and local laws.  The information requested on this form is sought in good faith and will not be used to discriminate against the applicant based on race, religion or creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic characteristics, marital status, sex or gender (which includes pregnancy, childbirth, or related circumstances), gender identity, gender expression, age, citizenship, sexual orientation, family care or medical leave status, military and veteran status, political affiliation, or any other characteristic protected by federal, state and local laws.


Nearest Major Market: Orange County
Nearest Secondary Market: Los Angeles