Kia Consumer Affairs Regional Analyst
Employment Type : Full-Time
DESCRIPTION SUMMARY: Responsible for handling cases that are forward by Kia Consumer Affair Center for additional support outside the scope of a Total Case Specialist responsibilities. To take a leadership role in answering all customer inquiries, including complex customer problems and/or complaints requiring interpretation, investigation and follow-up. Managing inbound and outbound calls to proactively work with customer. To determine the best approach to effectively achieve a positive experience for the customer and our client. Exercises judgement and determine involvement with dealers, Kia field representatives, Escalated Case Coordinator and the consumer to ensure early intervention and resolution. Responsible to cultivate and maintain loyal customer relationship.ESSENTIAL FUNCTIONS:
- Investigate customer concerns by working with consumers, and interacting with Kia's Case Coordinator to gain a complete understanding of entire case issues.
- Use discretion and decision making with cases which are forwarded to the Kia Regional Analyst from Kia Consumer Affairs Center. To ensure they are handled with a higher priority by utilizing there Escalator Case Coordinator to obtain assistance from dealers, client field representatives and national staff. Early intervention is the objective to keep customer retention and foresee any repurchase or replacement of vehicle.
- Cases forward to the regional representative are sent because they have met the client criteria for the case to be escalated for handling beyond the KCAC total case managers abilities. This includes but is not limited to: Vehicle repair complaints, Lemon Law concerns, accident and fire reports, attorney inquiries, dealer retaliation, rebate questions/concerns, incentive information, media complaints, reimbursement requests, cross-border clearances, financial questions based on Kia and relevant financial institutions, sales complaint, Field Technical Representative (FTR) appointments, a decision needs further review, customer no longer wants the vehicle, customer threatening to get an attorney, customer wants to file with BBB, customer feels they qualify for the Lemon Law, vehicle has multiple repairs for the same issue, customer vehicle is down for over ten calendar days, customer is asking for someone higher.
- Determines the client's liability in regard to the vehicle and situation. Checks to see if vehicle qualifies with the states lemon law. Assist with determination on a resolution that is satisfactory for both the consumer and our client.
- Customer interaction at the highest level in order to meet the client's highest level of customer satisfaction and resolution.
- Required to review case in detail by gathering sales documents, loan contracts, repair orders, receipts and all pertinent documents. Using required software to create a spreadsheet and review if necessary with management to determine a higher level of monetary resolution.
- Negotiates with the consumer in regards to the situation to offer the best possible solution for both parties. Must have great negotiation skills in order to resolve extreme situations with a consumer. The goal is to represent the client's brand name in the most efficient manner.
- Provides accurate and timely communication of all legal documents to be presented to customer;
- Educates and explains all areas that pertain to the situation and provides clear and concise case notes documenting the issue.
- Provides real time input and consultation to client on trends with vehicles, parts and/or voice or customer recurring issues.
- Explains all benefits, services and claims/reimbursement procedures to customers.
- Researches product inquiries and provides consistent and efficient follow-through on all customer concerns requiring further investigation.
- Attends assigned training sessions for further improvement in client and customer satisfaction, client information and job performance.
EDUCATION: Associate's degree or equivalent experience. Bachelor's degree preferred.
EXPERIENCE: 2 years of customer service experience, contact center environment preferred. Automotive industry experience preferred.
COMPLEXITY: Utilizes empathy, listening skills, and a professional, courteous and helpful attitude to focus on providing quality customer service. Possesses the problem solving skills necessary to make decisions and take action based on sound reasoning, and independent judgment. Excellent oral communication and writing skills with an emphasis on proper grammar. Able to adapt to a changing work environment and the willingness to learn new skills and develop greater job knowledge.
WORKING RELATIONSHIPS: Interfaces with multiple levels within the organization. Communicates with associates, customers and client representatives in a professional manner. Effectively teams with peers, supervisors, and management to achieve corporate and client goals.
ADDITIONAL REQUIREMENTS: Minimum 45 wpm typing skills with accuracy and proficiency in MS Word and Excel.