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Consumer Affairs / Customer Service

Kelly Services

Murfreesboro, TN 37133
Kelly Services
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Job Details

**Kelly Services** is seeking _talented professionals_ to begin their career at **Nissan North America.** Individuals will starts in the **Consumer Affairs** department and will learn the business at the ground level, while having the ability to grow within the company. Dont miss out on this incredible opportunity to begin your career with a _premier, innovative employer._ **RELOCATION ASSISTANCE OFFERED!** Watch this short video about this opportunity: - This is your opportunity to join a premier employer in Middle TN. Career Growth is a real opportunity here, as can be seen in the video link above.

**Position:** Consumer Affairs Agent

**Department** Nissan Customer Support (Consumer Affairs)

**Location:** Murfreesboro, TN

**Pay Rate:** $22/hour

**(Relocation Assistance can be provided. This is an on-going indefinite contract with no end date, the idea candidate is looking for long term career growth with Nissan North America Corporation)**

**About Nissan:**

+ Manufactures vehicles in 20 counties and employers over 180,000 people globally

+ Proud 80 year history and is one of worlds greenest brands and a zero-emission industry leader

+ Nissan North America has over 22,000 employees and 0 layoffs in more than 30 years.

+ Assembly plant in Smyrna, TN is the largest production automotive plant in North America

**Job Summary**

+ Located at the Customer Resource Center in Murfreesboro, TN, this position coordinates requests from Nissan owners relating to vehicle repair or maintenance issues, general product related questions or issues, customer/dealership complaints, and customer out-of-warranty goodwill requests for assistance. Works collaboratively with dealership personnel, regional personnel and NNA support personnel to develop appropriate solutions to the customer requests and communicates those to the customer while providing an exceptional customer service experience.

**Primary Job Functions**

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

+ Corresponds to Nissan customer inquiries resulting from inbound inquiries, emails and mail to deliver exceptional customer service

+ Performs appropriate research with available tools to support/answer customer inquiries; including but not limited to, contacting the CRC parts coordinator to expedite customer parts backorders and the on-site technical specialist to answer general vehicle technical questions

+ Actively participates in coaching sessions to obtain feedback on call 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 Nissan customers and documents those conversations according to Consumer Affairs policies and procedures

+ Documents customer inquiries/concerns received from customer correspondence, inbound calls and NNA corporate surveys; updates consumer affairs case files with appropriate documentation

+ Follows-up with customer, dealership and regional personnel within established SOP guidelines

+ Engages available resources to resolve customer inquiries to ensure customer 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 customer vehicle inspections with dealer technical specialists and maintains customer cases with appropriate and current documentation

+ Answers and responds to customer questions regarding vehicle operation issues and warranty policies

+ Reviews customer out-of-warranty goodwill requests with dealership service personnel and regional representatives (FOMs/DOMs) 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

+ Acts as a mentor to new agents and team members to assist with their professional development

**Qualifications & Requirement**

+ Job Knowledge and Skill

+ Excellent analytical skills; excellent interpersonal, oral and written communication skills; conflict resolution skills; good presentation skills.

+ Good organization, project management, workflow management and process improvement skills.

+ Good problem solving and decision-making skills.

+ Experience

+ Prior professional level experience not required

+ Education

+ Bachelors degree in a related business discipline is required

+ Computer Skills

+ Thorough computer knowledge such as word processor, spreadsheet, other PC applications, or mainframe applications to resolve complex problems in day to day situations.

**Benefits & Perks**

+ 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.
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