Position overview
- To manage and facilitate the resolution of all escalated “Priority A” Porsche customer cases. Assess risk for these cases based on state lemon laws; initiate proactive case handling, and assist in the development and implementation of strategies for creative and timely resolution of customer issues.
- Code number: J000014206
- Entry level: Professionals
- Location: Atlanta
- Organization: Porsche Cars North America
Roles & responsibilities
- Organize and manage a case load of approximately 30 Priority A cases per week, ensuring all customers are contacted and provided updates on a consistent and regular basis. Council customers on when arbitration would be in their best interest
- Perform preliminary repair history analysis’ to determine legal, financial, and customer retention risks. Determine when more in depth analysis is necessary and initiate them as required. Strategize and implement creative case resolutions based upon these determinations
- Utilize self-authorization limit of up to $10,000 per case to mitigate potential legal risks while seeking to maintain high levels of customer satisfaction and protect the financial interests of PCNA. Employ negotiation and/or mediation tactics in these resolutions
- Coordinate with all other dealer and customer facing departments to address customer inquiries and resolve complaint issues and to work on special projects as assigned
- Assist Regional Specialists at the Customer Support Center in managing escalations, providing weekly coaching and direction on case handling when needed. Also provide training and development of these individuals during initial onboarding process.
- Assist the Senior Manager, Customer Relations in the development and supervision of customer relations programs and strategies for corporate, field and dealers. Focus these efforts on reducing overall case handling time, repurchases, and spending, while increasing customer retention rates. Visit and provide training to dealerships as necessary as part of these initatives.
- Ensure compliance with all Customer Relations policies in regards to customer acknowledgement, goodwill spending, case documentation, case escalation, and single incident case handling
- Administrative duties associated with the position
- All other duties as assigned
Qualifications
- Bachelor’s Degree – Major: Business Management or Equivalent experience
- Minimum 3 years of Customer Relations Experience
- Minimum 2 years of Negotiation Experience
- Minimum 2 years of Automotive Industry Experience
- Excellent oral and written communication skills with occasional public speaking.
- Works well without close supervision.
- Good organizational skills, pays close attention to details while exposed to numerous interruptions.
- Excellent interpersonal and negotiation skills with focus on conflict resolution.
- Knowledgeable of Microsoft Office, CRM (SAP), Adobe Acrobat Reader/Writer and the Internet, Power Point
- Ability to think critically and create actionable resolutions to complex problems
- Automotive Competency
- Adaptability
Preferred qualifications include:
- Bachelor’s Degree – Major: Business Management
- Minimum 5 years of High-End Customer Relations Experience
- Minimum 3 years of Negotiation Experience
- Minimum 5 years of Automotive Industry Experience
- Lemon Law experience preferred
- Certified Mediation or Paralegal certificate a plus
- Excellent oral and written communication skills with occasional public speaking.
- Works well without close supervision.
- Good organizational skills, pays close attention to details while exposed to numerous interruptions.
- Excellent interpersonal and negotiation skills with focus on conflict resolution.
- Knowledgeable of Microsoft Office, CRM (SAP), Adobe Acrobat Reader/Writer and the Internet, Power Point
- Ability to think critically and create actionable resolutions to complex problems
- Automotive Competency
- Adaptability
- Certified Mediation or Paralegal certificate a plus
Percentage of required travel: 10%
Schedule/Shift: 40 hours. 9am-6pm (Flexible)
Physical requirements
- Must be able to lift 15 pounds at times.
- While performing the duties of this job the employee is required to talk, hear, walk, sit, stand, climb stairs on occasion with prolonged periods of sitting at a desk and working on a computer.
- Must be able to effectively work and complete tasks in an open office/noisy environment.
Porsche is an equal opportunity employer and we take pride in our diversity. In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Porsche will be based on merit, qualifications and abilities. Porsche does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, pregnancy, status as a parent, national origin, age, disability, family medical history, ancestry, medical condition, genetic information, sexual orientation, gender, gender identity, gender expression, marital status, familial status, registered domestic partner status, family and medical leave status, military status, criminal conviction history, or any other characteristic protected by federal, state or local law.
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