Agent Web OV-5

at  Nissan

The Agent Web coordinates requests from Nissan North America (NNA) owners relating to vehicle repair or maintenance issues, general product related questions or issues, client/retailer complaints, and client out-of-warranty goodwill requests for assistance. Works collaboratively with retailer personnel, regional personnel and NNA USA support personnel to develop appropriate solutions to the client requests.

MINIMUM REQUIREMENTS

Education: Bachelor’s degree from an accredited university.
Experience: 3 or more years of Customer Service or directly related professional- level experience.
Language: English Level Intermediate or Advanced.

JOB KNOWLEDGE AND SKILL:

• Excellent analytical skills; excellent interpersonal
• Salesforce
• Good organization, project management, workflow management and process improvement skills.
• Good problem solving and decision-making skills.
• General knowledge of the following functions: Customer Service or Customer Support.
• English Level Intermediate or Advanced language oral and written communication skills; strong conflict resolution skill; good presentation skills.
  Computer Skills: Thorough computer knowledge such as word processor, spreadsheet, other PC applications, or mainframe applications to resolve complex problems in day to day situations.
  Travel Required: If need.

• Coordinates resolutions to client ownership documentation, general inquiries, warranty policies, and out-of-warranty goodwill requests
• Corresponds on NNA Client inquiries resulting from inbound call, chat and SMS inquiries, emails and mail to deliver an exceptional Client experience
• Performs appropriate research with available tools to support/answer Client inquiries; including but not limited to, administrative access to U.S. Owner Portal, U.S. Virtual Academy and U.S. Salesforce
• Actively participates in coaching sessions to obtain feedback on call, chat and SMS monitoring quality, case management and application of Consumer Affairs and VCS policies and procedures
• Achieves quality call monitoring and case management Key Performance Indicators as assigned
• Provides applicable service campaign/recall information to NNA Clients and documents those conversations according to Consumer Affairs policies and procedures
• Documents Client inquiries/concerns received from Client correspondence, inbound calls and NNA corporate surveys; updates consumer affairs case files with appropriate documentation
• Follows-up with client, retailers and regional personnel within established SOP guidelines
• Engages available resources to resolve Client inquiries to ensure issues are resolved within company and legal parameters
• Assists in coordinating out-of-warranty or subscription goodwill assistance requests and ensures approvals do not surpass assigned guidelines
• Coordinates Client vehicle inspections with dealer technical specialists and maintains Client cases with appropriate and current documentation
• Answers and responds to Client questions regarding vehicle operation issues and warranty policies
• Reviews Client out-of-warranty goodwill requests with retailer service personnel 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
• Follows Consumer Affairs and VCS 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