Administration - Business Analyst

Description: Job Description:

A small number of customers may contactsenior leadership, including members of the Board of Directors (BOD), TopExecutive Team or the Executive leader of a specificBrand or function, directly with a complaint. These customers mayhave already interacted with Customer Care or adealership and are looking to escalate their complaint to a higherauthority. These customers will be handled by a Top Care Executive Referrals Manager.

The Executive Referrals Manager will resolve these often complex and emotional complaints in a way that the customer will haveno need to again contact theleadership team, protecting thebrand reputation and improving the customerexperience.Activities to manage include, but are not limited to:Receive escalated cases received by top managementRoute cases received for other regions/brands to the appropriate Top Care teamInvestigate the customer s request for support and carry out research as required usingsystems and processesFacilitate all necessary actions to bring the case to resolutionWork with thedealer network to find a solutionEscalate to internal corporate organizations, as required, in order to provide the customer with the information or solution toresolve the requestAgree on an action plan and then follow through to conclusion using closed-loop case managementProvide updates if/as requested by the referring party

Position Requirements:Basic Qualifications

• Bachelor's Degree

• 5 + years professional working experience

• Positive attitude and a passion for customer care; personifies 'willingness to help'

• Ability to be patient and friendly with all types of customers

• Flexibility and adaptability to work in a fast-paced environment; prioritize and manage own workload

• Ability to prioritize conflicting workload to satisfy customers under time pressure

• Ability to troubleshoot issues and provide clear and concise directions to customers

• Excellent written and verbal communication skills, responding with appropriate feedback

• Demonstrated ability or aptitude to understand automotive/technical issues and terminology

• Ability to demonstrate empathy and understanding; diplomatic, polite and apologizes where necessary

• Competent in Client Office/Google Suite, Internet Explorer, Edge and Google Chrome

• Ability to learn, use and manage internal/proprietary applications in support of customer handling

• Ability to build relationships and collaborate with dealer personnel and internal stakeholders

• Ability to work a flexible schedule

Preferred Qualifications

2+ years of customer service experience preferably in a contact center or dealership.Previous experience with other premium brands, luxury hospitality or retail.Experience with cloud-based CRM and telephony tools.

Custom Fields:Name: Company Car Required?Value: No

Name: Travel Required?Value: No

Name: Badge Needed?Value: Yes

Name: Client Card Needed?Value: No

Name: Driving Required?Value: No

Name: If Travel is Required, List the Travel RequirementsValue: None

Name:Laptop Needed?Value: Yes

Name: Resource TypeValue: Supplemental (Staff Aug/SRA)