Customer Care Analyst

at  MSX INTERNATIONAL

WHO WE ARE

For more than 25 years, MSX International has been a dedicated partner to leading automotive brands around the world. We support them in transforming their businesses and in managing their operations across the areas of Customer Experience, Repair Optimization, Learning and Insights. We focus on helping our clients generate more value for their customers. With over 5,000 employees based in more than 80 countries worldwide, our teams provide industry-leading expertise. We have combined our deep industry expertise with cutting-edge technology solutions to help our automotive clients increase revenue and reduce costs, while enhancing operational efficiency and improving customer satisfaction. Our goal is to help our customers reach their full potential and to excel as their global partner of choice.
The Customer Care Analyst position will be based out of the Southeast Michigan and will be focused on buyback reduction actions. He/She will provide customer care issue identification to reduce roadblocks and aid customers in maintaining their current vehicle while building brand loyalty.
The Customer Care Analyst will “plug” into the Tech Advisor ecosystem as it exists today and work closely with all stakeholders to reduce buybacks by ensuring that potential buyback customers are placed at the center of focus in key markets.

The Customer Care Analyst key tasks include but are not limited to:

• Manage customer care cases for vehicles at risk alert.
• Proactively gather information and feedback on vehicles at risk to identify root cause and address issues through the appropriate stakeholders.
• Review goodwill claims appeals and provide feedback / authorize as necessary.
• Assist Customer Care and CRT Teams with specific requests along with “Cash & Keep” negotiations used specifically to avoid buybacks.
• Focus on retaining customers within the Stellantis family when trading out a problem vehicle.
• Identify potential issues using the call center process and provide feedback to continuously improve the process.
• Identify and address dealer process issues to improve and follow up with BPS to ensure change.

MINIMUM QUALIFICATIONS INCLUDE:

• Highly motivated, adaptive, and autonomous with a history of delivering results.
• Ability to communicate clearly and concisely in both written and verbal forms.
• Ability to quickly identify and resolve issues.
• Familiarity with the Stellantis products and services is a plus.
• Capable of understanding and relating to customers emotions and perspectives.
• Ability to remain calm and professional, especially when dealing with frustrated customers.
• Ability to handle different situations and adapt to changes in products and policies.
• Capable of working well with other departments to provide comprehensive solutions.
• Ability to understand and use customer feedback to improve future experiences.
• Ability to address customer inquiries in a timely manner.
• Ability to listen to customers without interrupting and letting them express their thoughts fully.
• Ability to mediate disputes between customers and team members.
• Ability to analyze data and create custom reports.
• Ability to work independently and manage a progressive workload in a fast-paced environment.

• Manage customer care cases for vehicles at risk alert.
• Proactively gather information and feedback on vehicles at risk to identify root cause and address issues through the appropriate stakeholders.
• Review goodwill claims appeals and provide feedback / authorize as necessary.
• Assist Customer Care and CRT Teams with specific requests along with “Cash & Keep” negotiations used specifically to avoid buybacks.
• Focus on retaining customers within the Stellantis family when trading out a problem vehicle.
• Identify potential issues using the call center process and provide feedback to continuously improve the process.
• Identify and address dealer process issues to improve and follow up with BPS to ensure change