23 days old

Consumer Affairs / Customer Service Infiniti

Kelly Services
Murfreesboro, TN 37133
**Kelly Services in partnership with INFINITI is seeking a talented professional to begin their career as a Consumer Affairs Agent in Murfreesboro, TN.**

Do you have a bachelors degree? Are you looking for an incredible opportunity to begin a career with a premier, innovative employer that offers long-term career growth?


+ BACHELORS DEGREE in a related business discipline is REQUIRED (work experience will not be accepted in replacement of bachelors degree).

+ Excellent analytical skills; excellent interpersonal, oral and written communication skills; conflict resolution skills; good presentation skills. Proven work experience showing good organization, project management, workflow management, and process improvement skills.

+ Computer knowledge such as word processor, spreadsheet, other PC applications, or mainframe applications to resolve complex problems in day to day


+ Coordinates resolutions to client vehicle issues, retailer complaints, general inquiries, warranty policies, extended service contract policies and out-of-warranty goodwill requests

+ Corresponds to INFINITI 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, contacting the CRC parts coordinator to expedite Clients parts backorders and the on-site technical specialist to answer general vehicle technical questions

+ Actively participates in coaching sessions to obtain feedback on call, chat and SMS monitoring quality, case management and application of Consumer Affairs policies and procedures

+ Achieves quality call monitoring and case management Key Performance Indicators as assigned

+ Provides applicable service campaign/recall information to INFINITI Clients and documents those conversations according to Consumer Affairs policies and procedures

+ Documents Client inquiries/concerns received from Client correspondence, inbound calls and INFINITI 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 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 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

+ Completes preliminary research and documentation for vehicle buybacks requests in a timely manner according to procedures communicated by the Dispute Resolution Team

+ Follows Consumer Affairs policies and procedures as documented in Standard Operating Procedures Develops and supports a climate of positive team work that encourages agent job satisfaction


+ Competitive weekly pay

+ Up to 9 paid holidays (After 90 days on assignment)

+ Ability to participate in the vehicle purchase plan

+ Free use of the fitness center

+ Paid time off after one year of service

+ Discount on auto insurance, travel and more

+ Eligibility to participate in 401(k)

**Why Kelly** **** **?**

At Kelly
Services , we work with the best. Our clients include 95 of the Fortune
100 companies, and more than 70,000 hiring managers rely on Kelly annually to access
the best talent to drive their business forward. If you only make one career connection today, connect
with Kelly.

**AboutKelly Services** ****

As a workforce advocate for over 70 years, we are proud to directly employ nearly 500,000 people
around the world and have a role in connecting thousands more with work through our global network of
talent suppliers and partners. Revenue in 2017 was $5.4 billion. Visit and connect with us on Facebook, LinkedIn and Twitter .

Kelly Services is an equal opportunity employer including, but not limited to, Minorities, Females,
Individuals with Disabilities, Protected Veterans, Sexual Orientation, Gender Identity and is
committed to employing a diverse workforce. Equal Employment Opportunity
is The Law.


Posted: 2019-08-02 Expires: 2019-09-02

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Consumer Affairs / Customer Service Infiniti

Kelly Services
Murfreesboro, TN 37133

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