Escalated Case Administrator

Kia Motors America; Irvine (CA); On-site; USD 53,000 - 69,000; Full time

Job summary

An established industry player is seeking a dedicated Escalated Case Administrator to enhance customer satisfaction and retention. This role involves leading customer service case administration, resolving issues with customers and various stakeholders, and ensuring compliance with state and federal requirements. You will be part of a collaborative team, utilizing your analytical and negotiation skills to drive improvements in service quality. Join a fast-paced environment where your contributions will directly impact customer experiences and the overall success of the organization.

Benefits

Premium paid medical coverage

Dental and vision coverage

401(k) plan matching

Paid time off

Company lease and purchase programs

Paid volunteer hours

Premium lifestyle amenities

Qualifications

• 3+ years of analytical and administrative support experience required.
• Minimum 2 years experience within a customer support environment.

Responsibilities

• Administer customer cases involving vehicle service issues and claims.
• Negotiate and respond to BBB and state arbitration requests.
• Monitor trends and work with management to identify areas of improvement.

Skills

Excellent communication skills

Analytical skills

Negotiation skills

Organizational skills

Microsoft software proficiency

Education

Bachelor's degree or equivalent work experience

Job description

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At Kia, we’re creating award-winning products and redefining what value means in the automotive industry. It takes a special group of individuals to do what we do, and we do it together. Our culture is fast-paced, collaborative, and innovative. Our people thrive on thinking differently and challenging the status quo. We are creating something special here, a culture of learning and opportunity, where you can help Kia achieve big things and most importantly, feel passionate and connected to your work every day.

Kia provides team members with competitive benefits including premium paid medical, dental and vision coverage for you and your dependents, 401(k) plan matching of 100% up to 6% of the salary deferral, and paid time off. Kia also offers company lease and purchase programs, company-wide holiday shutdown, paid volunteer hours, and premium lifestyle amenities at our corporate campus in Irvine, California.

Exempt

Summary

The role of the Escalated Case Administrator is to lead the customer service case administration activities. The position works with customers, attorneys, Better Business Bureau (BBB), Attorneys General, and others in resolving customer and vehicle service issues.

The Escalated Case Administrator works in unison with the other members of the accountability team to ensure decisions are made expeditiously and are appropriately determined.

The Escalated Case Administrator is responsible for the accurate and efficient processing of claims, including (but not limited to) claims for or offers of Goodwill assistance, Better Business Bureau directives, Attorney General requests, and reimbursement requests.

The position maintains awareness of state/federal requirements covering vehicle and customer service and other factors that impact the assigned Dealers/States, and provides business guidance to other team members in the correct application of those requirements.

The position is responsible for ensuring appropriate and expeditious disposal of reaquired vehicles.

This position significantly impacts and contributes to the organization through increased owner retention and improved customer/dealer satisfaction. In addition, it provides important product quality data to company management.

Major Responsibilities

1st

Administer and document all customer cases that require processing of customer and vehicle service issues, while following established department procedures. Thorough understanding of Kia’s options in a given circumstance, use independent judgment and negotiation skills to evaluate and determine appropriate ways to resolve customer and vehicle service issues and claims. Make judgments to determine appropriate action within authority level, depending on the facts of a particular case and other factors.

50%

2nd

Negotiate, consolidate, analyze, and respond to BBB and/or state arbitration requests, final repair notices, Motor Vehicle Defect notices, Regional Management requests, and other similar types of requests.

20%

3rd

Request records from field teams to assess and take appropriate action..

15%

4th

Work with management to identify and report Dealer compliance with Service Alert, Techline, and state/federal requirements covering vehicle and customer service to improve the process.

10%

5th

Monitor trends and issues.. Work with Escalated Case Administration Manager to compile information and identify areas of risk and improvement.

5%

Education/Certification

• Bachelor’s degree or equivalent work experience required

Overall Experience

• Automotive industry experience preferred
• Minimum 3+ year’s analytical and administrative support experience

Directly Related Experience

• Minimum 2 years experience within a customer support environment

Skills

Excellent communication skills required (written and oral)

Working knowledge of personal computers and Microsoft software.

Well organized, with the ability to complete projects as assigned

Care for People

Chase Excellence, Every Day

Dare to Push Boundaries

Empower People to Act

Move Further, Together

Pay Range

$53,236.00-$68,511.00

Pay will be based on several variables that are unique to each candidate, including but not limited to, job-related skills, experience, relevant education or training, etc.

KUS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, ancestry, national origin, sex, including pregnancy and childbirth and related medical conditions, gender, gender identity, gender expression, age, legally protected physical disability or mental disability, legally protected medical condition, marital status, sexual orientation, family care or medical leave status, protected veteran or military status, genetic information or any other characteristic protected by applicable law. KUScomplies with applicable law governing non-discrimination in employment in every location in which KUS has offices. The KUSEEO policy applies to all areas of employment, including recruitment, hiring, training, promotion, compensation, benefits, discipline, termination and all other privileges, terms and conditions of employment.

Disclaimer: The above information on this job description has been designed to indicate the general nature and level of work performed by employees within this classification and for this position. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

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