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~ The Counsel, Customer Service Specialist will have primary responsibility for managing the third party vendor customer service specialist program. This vendor’s role is to mediate customers’ requests for a repurchase or expedited replacement of vehicles in compliance with applicable HMA policies and state and federal laws. The position also serves as the main point of contact for the Consumer Litigation department. This position is responsible for creating vendor strategy and supervising customer service specialists’ handling of customer lemon law demands including investigation, legal analysis, and resolution. The position will require collaborating with various company departments to establish consistency with policies and procedures, and monitor trends in alleged vehicle defects. A time-efficient approach to resolving a customer’s lemon law demand in a cost-effective manner will be required.
~ Develop, maintain, and update the processes and procedures for the third party customer service specialists.
~ Analyze breach of warranty and lemon law cases and manage cases through to resolution.
~ Collaborate with Legal Department on review of complex case management issues.
~ Provide training and process development support to the customer service specialists.
~ Act as primary interface with the vendor, ensuring positive and proactive relationships are maintained.
~ Oversee the vendor in directing the operation of the customer service specialist program.
~ Foster a high energy, high performing team environment with exemplary customer service standards.
~ Establish service level agreements, compliance adherence at all levels, and development of performance templates.
~ Review vendor’s performance and track action items to closure to improve processes and achieve KPI’s.
~ Implement proper controls to monitor performance and service levels.
~ Regularly communicate and distribute key performance metrics, dashboards and reports.
~ Assist in conducting training of best practices and continuous education of Customer Service Specialists.
~ Facilitate continuous performance improvement through effective and efficient vendor management.
~ Serve as an escalation point to address any unresolved customer concerns.
~ Conduct Quarterly Business reviews with assigned vendor.
~ Lead regularly scheduled staff case management meetings.
~ Prepare regular reporting of case activity on a weekly and monthly basis.
~ Investigate merits of customer’s complaints regarding vehicle nonconformity to the applicable express warranties, vehicle repairs, repeat repair visits, safety allegations, and dealership complaints. Reviews and evaluates HMA liability and risk and makes decisions on behalf of the company.
~ Promptly evaluates customer’s claims and timely responses to customers on behalf of HMA verbally and in writing.
~ Through effective case management provides for comprehensive analysis and assessments that will result in a customer action plan.
~ Work expeditiously toward the resolution of customer claims.
~ Secure necessary information (i.e., technical reports, warranty history, warranty policies, repair orders etc.…) in the investigation of customer claims.
~ Ensure compliance of lemon law claims handling pursuant to all state, legal, statutory and regulatory bodies and complies with all company procedures and requirements.
~ Work collaboratively with the national office, regional office, legal department, and engineering.
~ Comply with data collection, safekeeping of case documents and reporting in accordance with company policies and federal Tread Act.
~ Ensure customer settlement payments are issued in a timely and accurate manner.
~ Participate in arbitration hearings through the BBB as needed.
~ Conduct, on an ongoing basis, lemon law prevention training of regional DPSM’s and dealerships across the country.
~ Prepare written reports and graphs for review by management pertaining to trends in customer complaints.
~ Analyze invoices from vendor to ensure cost-effective utilization of Company assets.
~ Effectively coach, counsel, and develop staff. Utilize the diverse talents of the staff by efficiently managing staff’s time, materials and budget while focusing on the goals and vision of the company.
~ Approves all goodwill and vehicle repurchase recommendations by customer service specialists.
~ Is final buyback approver for all vehicle repurchase decisions.
~ Manage vendor (define scope and ensure delivery of goods/services, monitor and drive performance, work to raise level of program effectiveness). Select/terminate and manage vendors in conjunction with Purchasing department.
~ Manage vendor (hire and evaluate performance, allocate work load and responsibilities, provide guidance and direction, and support specialist development and growth).
~ Support various HMA departments through obtaining feedback and suggestions for program improvements, and considering what changes are feasible and appropriate.
~ Bachelor’s degree required.
~ Law Degree required.
~ Five years of experience in similar field.
~ Familiar with lemon law and state regulatory statutes.
~ Any management/supervisory background would be a plus.
Skill / Knowledge:
~ Strong analytical skills.
~ Excellent written and oral communication skills.
~ Strong customer handling skills.
~ Works well independently and in a group setting.
~ High degree of proficiency in Microsoft Office (Excel, Word, Power Point, Access, QMF).
Our Company adheres to the equal employment opportunity guidelines set forth by federal, state and local laws. The information requested on this form is sought in good faith and will not be used to discriminate against the applicant based on race, religion or creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic characteristics, marital status, sex or gender (which includes pregnancy, childbirth, or related circumstances), gender identity, gender expression, age, citizenship, sexual orientation, family care or medical leave status, military and veteran status, political affiliation, or any other characteristic protected by federal, state and local laws.