Special Project Liaison

The Pegasus Agency - Atlanta, GA

Project Coordinator

Sandy Springs, GA

12 months plus


Escalated call center handling warranty/repairs/service issues


Responsible 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 into Compass. Ensure accuracy and clarity while making appropriate updates to customer’s file. Thoroughly probe for clarity assuring customer of CAC commitment; articulate next steps and next point of contact to customer. Ability to negotiate and manage a budget.

Including, but not limited to:
• Respond to all customer and dealer inquiries and complaints in an accurate and timely manner
• Act as the department liaison for inquiries from dealers, regions, and other departments
• Ensure immediate and professional assistance to all requests by determining the correct and expeditious course of action including dealer contact
• Understand and explain all facets of the project including: the content of the owner notification letter and website, the details of the extended warranty, which parts require replacement and repair eta’s
• Provide updates on high profile cases as assigned by a TL/Supervisor
• Update customer records (addresses/phone numbers/vehicle, remove double entries, correct spelling, etc.) as needed when working in Compass
• Ability to negotiate, persuade, inform and manage a budget

Qualifications

Associate’s Degree (accredited school) or equivalent certification or 1-3 years (total) of work experience in the following:
• Automotive retail
• Administration
• General knowledge of process/project development
• Knowledge of auto industry finance figures, MMR, auction value research

Additional Information

Accuracy and attention to detail in researching, updating CRM system, and disseminating information to department. Solid communication skills a must. Must be able to understand, communicate, and apply policies (procedural and personal) within a call center atmosphere, in a clear, concise, and friendly manner. Must possess excellent organizational skills, neat work habits, and attention to detail. Proficiency with all MS Office suite (Word, PowerPoint & Excel) is required.

 



Posted On: Monday, February 8, 2021



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