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Company Name : Case Technologies
Location : Sandy Springs, GA
Position : Special Project Liaison
Job Description : Quick outline of the role below: * Managing inbound calls from two phone lines (9 am -7 pm) * Handling a caseload which requires extensive research with the dealer, field, engineering, Legal, etc. * Consistent follow up with the customer up to and after resolution * Ability to draft written cases summaries for leadership and legalResponsible for managing all business aspects of Special Projects, including but not limited to Call Center and Online support with the goal of facilitating project completion at an authorized dealer. This includes understanding: updates for all vehicles, extended warranties, parts, repair ETA’s, etc. Act as the primary liaison for the CAC, Dealerships, Warranty Services Group, Sales, Aftersales, Engineering, and Legal. Research customer inquiries and provide first call resolution when possible. Ensure satisfaction by either contacting the dealership, involving the field team or collaborating with an Executive Referral Manager or Supervisor when appropriate. Accurate summarization of customer interaction is documented in Compass. Ensure accuracy and clarity while making appropriate updates to the customer’s files. Thoroughly probe for clarity assuring the customer of CAC commitment; articulate next steps and next point of contact to customer. Ability to negotiate and manage a budget.ResponsibilitiesIncluding, but not limited to:Respond to all customer and dealer inquiries and complaints in an accurate and timely mannerAct as the department liaison for inquiries from dealers, regions, and other departmentsEnsure immediate and professional assistance to all requests by determining the correct and expeditious course of action including dealer contactUnderstand and explain all facets of the project including:Ø the content of the owner notification letter and websiteØ the details of the extended warrantyØ which parts require replacement and repair eta’sProvide updates on high profile cases as assigned by a TL/SupervisorUpdate customer records (addresses/phone numbers/vehicle, remove double entries, correct spelling, etc.) as needed when working in CompassAbility to negotiate, persuade, inform and manage a budgetJob Types: Full-time, ContractPay: $25.00 – $28.00 per hourSchedule:8 hour shiftAbility to commute/relocate:Farmington Hills, MI: Reliably commute or planning to relocate before starting work (Preferred)License/Certification:Driving licence (Preferred)Work Location: One location
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