Consumer Affairs Agent

Partnered Staffing - Kelly Services; Murfreesboro (TN); On-site; USD 46,000 - 64,000; Full time

Benefits offered by this job

Competitive weekly pay

9 paid holidays

Vehicle purchase plan

Fitness center access

Paid time off after 1 year

Auto insurance discount

401(k) eligibility

Job summary

Kelly Services, in partnership with Nissan, is staffing Production Technician openings at the Nissan manufacturing plant in Canton, MS. The role is located at the Customer Resource Center in Murfreesboro, TN, coordinating Nissan-related inquiries and issues to ensure a high level of customer service.

The position emphasizes analytical problem-solving, effective communication, and collaboration with dealership and regional teams to resolve customer concerns within policy guidelines.

Qualifications

• Excellent analytical skills; strong interpersonal, oral and written communication; conflict resolution and presentation skills.
• Good organization, project management, workflow management and process improvement capabilities.
• Bachelor’s degree in a related business discipline is required.

Responsibilities

• Coordinates resolutions to customer vehicle issues, dealership complaints, general inquiries, warranty policies, and goodwill requests.
• Responds to Nissan customer inquiries via inbound calls, emails, and mail while delivering exceptional customer service.
• Performs research with available tools and coordinates with CRC parts coordinator and on-site tech specialist to resolve issues.

Skills

Analytical skills

Interpersonal skills

Oral communication

Written communication

Conflict resolution

Presentation skills

Education

Bachelor’s degree in a related business discipline

Tools

MS Word

Excel

Mainframe applications

Job description

Kelly Services in partnership with Nissan is currently seeking high skilled individuals to fill Production Technician openingsat the Nissan manufacturing plant located in Canton, MS.

Job Description

JobSummary

Locatedat the Customer Resource Center in Murfreesboro, TN, this positioncoordinates requests from Nissan owners relating to vehicle repairor maintenance issues, general product related questions or issues,customer/dealership complaints, and customer out-of-warrantygoodwill requests for assistance. Works collaboratively withdealership personnel, regional personnel and NNA support personnelto develop appropriate solutions to the customer requests andcommunicates those to the customer while providing an exceptionalcustomer service experience.

PrimaryJob Functions

Coordinatesresolutions to customer vehicle issues, dealership complaints,general inquiries, warranty policies, extended service contractpolicies and out-of-warranty goodwill requests

Correspondsto Nissan customer inquiries resulting from inbound inquiries,emails and mail to deliver exceptional customer service

Performsappropriate research with available tools to support/answer customerinquiries; including but not limited to, contacting the CRC partscoordinator to expedite customer parts backorders and the on-sitetechnical specialist to answer general vehicle technical questions

Activelyparticipates in coaching sessions to obtain feedback on callmonitoring quality, case management and application of ConsumerAffairs policies and procedures

Achievesquality call monitoring and case management Key PerformanceIndicators as assigned

Providesapplicable service campaign/recall information to Nissan customersand documents those conversations according to Consumer Affairspolicies and procedures

Documentscustomer inquiries/concerns received from customer correspondence,inbound calls and NNA corporate surveys; updates consumer affairscase files with appropriate documentation

Follows-upwith customer, dealership and regional personnel within establishedSOP guidelines

Engagesavailable resources to resolve customer inquiries to ensure customerissues are resolved within company and legal parameters

Assistsin coordinating out-of-warranty goodwill assistance requests andensures approvals do not surpass assigned guidelines

Coordinatescustomer vehicle inspections with dealer technical specialists andmaintains customer cases with appropriate and current documentation

Answersand responds to customer questions regarding vehicle operationissues and warranty policies

Reviewscustomer out-of-warranty goodwill requests with dealership servicepersonnel and regional representatives (FOM’s/DOM’s) to developappropriate solutions to assist customers; communicates thosedecisions to customers in support of NNA company policies andprocedures while delivering exceptional customer service

Completespreliminary research and documentation for vehicle buybacks requestsin a timely manner according to procedures communicated by theDispute Resolution Team

FollowsConsumer Affairs policies and procedures as documented in StandardOperating Procedures

Developsand supports a climate of positive team work that encourages agentjob satisfaction

Actsas a mentor to new agents and team members to assist with theirprofessional development

Qualifications& Requirement

JobKnowledge and Skill

Excellentanalytical skills; excellent interpersonal, oral and writtencommunication skills; conflict resolution skills; good presentationskills.

Goodorganization, project management, workflow management and processimprovement skills.

Goodproblem solving and decision-making skills.

Experience

Priorprofessional level experience not required

Education

Bachelor’sdegree in a related business discipline is required

ComputerSkills

Thoroughcomputer knowledge such as word processor, spreadsheet, other PCapplications, or mainframe applications to resolve complex problemsin day to day situations.

Competitiveweekly pay

Upto 9 paid holidays (After 90 days on assignment)

Abilityto participate in the vehicle purchase plan

Freeuse of the fitness center

Paidtime off after one year of service

Discounton auto insurance, travel and more

Eligibilityto participate in 401(k)

Qualifications

JobKnowledge and Skill

Excellentanalytical skills; excellent interpersonal, oral and writtencommunication skills; conflict resolution skills; good presentationskills.

Goodorganization, project management, workflow management and processimprovement skills.

Goodproblem solving and decision-making skills.

Experience

Priorprofessional level experience not required

Education

Bachelor’sdegree in a related business discipline is required

ComputerSkills

Thoroughcomputer knowledge such as word processor, spreadsheet, other PCapplications, or mainframe applications to resolve complex problemsin day to day situations.

Additional Information

All your information is kept confidential as per EEO standards.

Why is this a greatopportunity? The answer is simple…working at our client is more than a job; it’s a career. The opportunities are diverse whether you are right at the start of your career or whether you are looking for new challenges this is the job for you,