Senior Manager, Regional Consumer Affairs - MSR

Location

Purpose

• Manage the day-to-day functions of the Consumer Affairs Department to ensure correct and timely handling of Hyundai consumer inquiries and conflicts to support HMA goals of Hyundai Owner Satisfaction and Retention.  Manage the Regional Consumer Affairs staff, set goals and objectives for the Region CA department for successful management of cases; coordinate BBB and/or state supported arbitration hearings and related administrative activities to fulfill HMA’s required concern resolution decisions.

Major Responsibilities

• Work with DPSM’s, dealers, National Consumer Affairs/ 800 Call Center and legal counsel as appropriate to resolve customer concerns in a manner which both enhances customer satisfaction and achieves cost-effectiveness.
• Oversee the administration of the VOR process to promote Hyundai Owner Retention and reduce the number of buy-backs due to parts delays or a delay in repair of the vehicle.
• Coordinate final repair attempt activities with the FSE Captain and staff.
• Oversee the replacement or repurchase process; monitor disposition of repurchased vehicles to meet HMA guideline of 90 day maximum inventory age.
• Oversee meeting legal requirements and deadlines of BBB, State Lemon Law and DOT hearings.

Major Responsibilities (continued)

• Ensure that documentation relating to such hearings meets the legal requirements of each state and that the various deadlines associated with each are met
• Direct the activities of the CA department staff. Train CA Analysts and administrative support personnel.
• Make recommendations regarding Regional consumer affairs activities; establish goals/objectives/processes in conjunction with annual business planning processes with the RPSM.  Keep the RPSM apprised of all significant issues pertaining to CA cases.
• Assist in the training of DPSM’s in the use of HMA systems designed to support and control CA activities.  Coordinate Legal department training for dealers regarding Lemon Law issues.
• Perform all other assigned duties (Duties that are ancillary to this position and/or complement the essential duties) as required.

Authority

• Exercises considerable judgment in determining the appropriate course of action to address individual owner issues that could result in administrative or legal review. Responsible for the administrative and development aspects of supervising the Regional consumer affairs staff, including performance reviews, training plans, and development plans.

Education

Related Experience

• Eight or more years of relevant experience of which at least five years of directly related experience in automotive operations.
• Two to three years of supervisory experience desired.

Skills/Knowledge

• Analytical, negotiating and problem solving skills.
• Excellent organizational and detail oriented skills required.
• Highly developed Interpersonal skills.
• Strong written and oral communication skills.

Certification

• N/A

Physical Requirements

Work Model

Affiliate

Compensation

Benefits

• Monthly Hyundai/Genesis vehicle lease allowance (including insurance and maintenance)
• Holiday Pay - the company shuts down with pay between Christmas and New Years.
• Vacation and sick time off
• Healthcare insurance (medical, dental, and vision)
• 401(K) company match
• Additional 401(K) Employer Enhanced Contribution program – eligible after 1 year of employment, in addition to the regular employer matching contribution
• Basic life insurance, short- and long-term disability
• Mental health, wellbeing, and employee assistance program
• Health advocate (coordinate care and services, assistance with claim and billing issues, understanding Hyundai benefits)