Executive Support Team Specialist

Job Summary

Located at the Customer Resource Center in Murfreesboro, TN, the Executive CA Specialist works on behalf of Nissan/INFINITI Executives by coordinating requests from Nissan/INFINITI owners relating to vehicle repair or maintenance issues, general product related questions or issues, customer complaints, and customer requests for out-of-warranty and Non-Warrantable goodwill assistance.  Works collaboratively with dealership personnel, regional personnel and NNA support personnel to develop appropriate solutions to the customer requests and communicates those to the customer while providing an exceptional customer service experience.

Job Responsibilities

• Handles Customer issues and requests for customers who contact NNA/INFINITI and Japan Executives to determine the appropriate course of action.
• Handles all Employee, CCET, NNA Switchboard Referral cases and GT-R customer request issues.
• Reviews and analyzes inquires and complaints that may require special handling, research, and evaluation as requested by Legal, Corporate Communications, and/or Senior Leadership.
• Responsible for addressing all non-Autoline BBB Customer Complaints.
• Provide status updates on cases when/as requested by Executives.
• Responsible for putting together Executive Summaries for High Level Cases when requested. Applies business communication skills to articulate a written executive summary of all completed priority executive referral cases.
• Handles all escalated cases from the main Nissan/INFINITI teams, Social Media Customer Experience, as well as the Level 1 (Inbound) team.
• Coordinates resolutions to customer vehicle issues, dealership complaints, general inquiries, warranty policies, extended service contract policies, non-warrantable and out-of-warranty goodwill requests.
• Performs appropriate research with available tools to support/answer customer inquiries; including but not limited to, the CRC parts coordinator to expedite customer parts backorders and the on-site technical specialist to answer general vehicle technical questions.
• Actively participates in coaching sessions to obtain feedback on their call monitoring quality, case management and application of Consumer Affairs policies and procedures.
• Achieves quality call monitoring and case management Key Performance Indicators as assigned.
• Provides applicable service campaign/recall information to Nissan customers and documents those conversations according to Consumer Affairs policies and procedures.
• Documents customer inquiries/concerns received from customer correspondence, inbound calls and NNA corporate surveys; updates consumer affairs case files with appropriate documentation.
• Follows-up with customer, dealership and regional personnel within established SOP guidelines.
• Engages available resources to resolve customer inquiries to ensure customer issues are resolved within company and legal parameters.
• Assists in coordinating out-of-warranty goodwill assistance requests and ensures approvals do not surpass assigned guidelines. 
• Coordinates customer vehicle inspections with dealer technical specialists and maintains customer cases with appropriate and current documentation.
• Answers and responds to customer questions regarding vehicle operation issues and warranty policies.
• Reviews customer out-of-warranty goodwill requests with dealership service personnel, Team Lead, Consumer Affairs Management, National Management, and regional representatives (FOM’s/DOM’s) to develop appropriate solutions to assist customers; communicates those decisions to customers in support of NNA company policies and procedures while delivering exceptional customer service. 
• Completes preliminary research and documentation for vehicle buybacks requests in a timely manner according to procedures communicated by the Dispute Resolution Group.
• Follows Consumer Affairs policies and procedures as documented in Standard Operating Procedures.
• Develops and supports a climate of positive team work that encourages agent job satisfaction.
• Acts as a mentor to new agents and team members to assist with their professional development.
• As necessary, performs other related duties of which the above are representative.

Job Knowledge and Skills:

Excellent analytical skills; excellent interpersonal, oral and written communication skills; conflict resolution skills; detail-oriented; good presentation skills.  Good organization, project management, workflow management and process improvement skills.  Good problem solving and decision-making skills. 

Years of Experience:

At least 1 year of experience within the Consumer Affairs Department RCAS, SR. Agent Arbs, Etc is preferred.  

Education

Bachelors Degree in a related business discipline is required.  

Nissan is committed to a drug-free workplace. All employment is contingent upon the successful completion of drug and background screenings in accordance with Nissan policies and in compliance with federal, state, and local laws, including the California Fair Chance Act and the Los Angeles County Fair Chance Ordinance. Nissan will consider qualified candidates with arrest or conviction records for employment in a manner consistent with these laws.

It is Nissan’s policy to provide Equal Employment Opportunity (EEO) to all persons regardless of race, gender, military status, disability, or any other status protected by law. Candidates for this position must be legally authorized to work in the United States and will be required to provide proof of employment eligibility at the time of hire; Nissan uses E-Verify to validate employment eligibility.

NISSAN FOR EVERYONE

People are our most valuable assets, and diversity and inclusion are the key to maximizing the power of each individual member of our team.  When everyone belongs, the power of NISSAN is undeniable.  Our Corporate Diversity Initiative aims to improve business results by ensuring that our workplace and core businesses meet the unique needs of our employees and customer base.

Nissan is committed to creating a culture where everyone belongs and employees, customers, and partners feel respected, valued, and heard.  We have over 10 Business Synergy Teams (BSTs) across the U.S. and Canada that connect employees – with shared characteristics or interests – build allies, and foster a company culture where all employees feel supported and included.

Nissan also values inclusion in all areas of our business as we strive to mirror the diversity of our customer base and the communities where we do business. We are committed to procuring innovative goods and services, retailing our products and communicating from a diverse perspective which will help us continue to offer our customers competitively designed, market-driven products.

Join us as we carry our commitment to diversity and inclusion into the future.

Murfreesboro Tennessee United States of America