Associate, Regional Warranty & CA

Location

Purpose

~ This position provides direct support to the day-to-day functions of the region Consumer Affairs Department and Region Consumer Affairs Manager to ensure correct and timely handling of Hyundai consumer inquiries and conflicts from HMA 800 call center cases; BBB and/or State supported arbitration cases; and/or all other avenues for Hyundai owners to request assistance from HMA. This customer case handling should always build to HMA's core goals of Owner Retention, Repeat Sales and Dealer support.

~ Supports all Service and Parts activities for both staff management and Regional Service and Parts Field travelers.

Major Responsibilities

~ Actively coordinate satisfactory close to all 800# Consumer Call Center Cases within a timely manner or target set by Region Consumer Affairs Manager (up to and including, customer contact calls; dealer service manager calls; DPSM calls for case clarification, investigation, conclusion).

~ Prepares LL/BBB arbitration files: obtain required documentation including repair orders for service chronology; sales documents; inspection reports; etc and prepare position statement to ensure HMA's position is properly represented at arbitration hearings.

~ Assist in processes buy-back packages as requested by Regional C.A. Manager; ensuring full compliance to all state and HMA policies. If requested by Regional C.A. Manager, monitor buy-back inventory status to ensure 90 day maximum age target is met.

~ Assist DPSMs as needed to manage consumer affairs 800# cases and dealer consumer/DPSM contact documentation in CRM.

~ Liaison between HMA National C.A. and Region Staff/DPSMs/Dealers as needed.

~ Liaison between Region and HMA Legal as needed or directed by Region C.A. Manager; including prompt dealer/customer contact for fact finding; Preliminary Investigation Reporting or other functions as requested.

~ Provide contact point for any customer or dealer in-bound communications to region.

~ Support HMA & Regional objectives and goals.

~ Complete all special projects as assigned by Manager, Regional Warranty & Consumer Affairs.

~ Track and analyze key performance measures to assist RPSM, FOM, and Parts/Business Development Manager in supporting and evaluating dealership performance, trend and DPSM performance.

Major Responsibilities (continued)

~ Develop modeling tools using spreadsheets to analyze warranty, parts sales, technical training, and consumer arbitration trends.

~ Develop and maintain a communication structure that allows constant, relevant and daily communications to Dealers and all Service and Parts field personnel.

~ Develop and present case study type analysis using MS office for topics such as warranty audits, parts accessory retail development, BBB activities, SmartStock analysis, etc.

~ Develop QMF based reports for use by regional management and district managers.

~ Ensure that all correspondence is routed appropriately within the region and for the District Service and Parts Managers.

~ Develop high level management daily and monthly reports for use by regional managers to analyze current business conditions.

~ Actively participate in Regional and National warranty audit activities.

~ Assist DPSM’s in routine tasks such as technical and non-technical training enrollment and tracking, management of CA cases and files documentation, SmartStock compliance issues, PWA analysis and audit activities and any special National or Regional assignments as required.

~ Preparation of data, presentations, etc. for Regional Staff and Organization meetings.

Authority

~ Position has authority to aid consumers in service related or dealer related issues as directed by Regional Consumer Affairs Manager.

~ Employee should be able to work with minimum supervision; however, this is not a decision-making position and does not require the individual to make approvals of any kind independent of management.

Education

Related Experience

~ Two to four years of direct customer contact experience of which at least two years of directly related experience in automotive field preferred.

~ Knowledge of automotive technical & dealer terminology helpful.

Skills/Knowledge

~ Excellent negotiation skills to work with consumers & dealer management.

~ Excellent communication skills, written & oral, especially listening skills.

~ Excellent decision making skills with defined judgement ability and maturity.

~ Excellent organization and follow-up skills.

~ Excellent general PC skills with proficiency in Microsoft Office Suite (Word, Excel, Access, PowerPoint).

~ Strong analytical and mathematical skills and able to develop spreadsheet models for warranty and parts analysis.

~ Able to develop ad hoc analysis from mainframe/AS400 databases on request.

Certification

~ N/A

Physical Requirements

Work Model

Affiliate

Compensation

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).