Customer Relations Senior Specialist

Position overview

• Responsible for managing and resolving all escalated “Priority A” Porsche customer cases. Evaluate Lemon Law risk by state, initiate proactive case handling, and support the development and execution of strategies that drive timely, creative resolutions while promoting customer satisfaction and brand retention.

Roles & responsibilities

• Utilize self-authorization limit of up to $10,000 per case to mitigate potential legal risks while seeking to maintain high levels of customer satisfaction and protect the financial interests of PCNA. Employ negotiation and/or mediation tactics in these resolutions.
• Perform preliminary repair history analysis’ to determine legal, financial, and customer retention risks. Determine when more in depth analysis is necessary and initiate them as required. Strategize and implement creative case resolutions based upon these determinations.
• Review vehicle repair history, warranty claims, and service records to identify potential state and federal breach of warranty triggers.
• Organize and manage a case load of approximately 40 Priority A cases per week, ensuring all customers are contacted and provided updates on a consistent and regular basis. Council customers on when arbitration would be in their best interest.
• Verify accuracy and completeness of supporting documents, including repair orders, customer complaints, and dealer communication.
• Ensure compliance with all Customer Relations policies in regards to customer acknowledgement, goodwill spending, case documentation, case escalation, and single incident case handling.
• Assist the Senior Manager, Customer Relations in the development and supervision of customer relations programs and strategies for corporate, field and dealers. Focus these efforts on reducing overall case handling time, repurchases, and spending, while increasing customer retention rates. Visit and provide training to dealerships as necessary as part of these initiatives.
• Assist Regional Specialists at the Customer Support Center in managing escalations, providing weekly coaching and direction on case handling when needed. Also provide training and development of these individuals during initial onboarding process.
• Coordinate with all other dealer and customer facing departments to address customer inquiries and resolve complaint issues and to work on special projects as assigned.
• Administrative duties associated with the position

• All other duties as assigned

Qualifications

• Bachelor’s Degree – Major: Business Management or Equivalent experience
• Minimum 3 years of Customer Relations Experience
• Minimum 2 years of Negotiation Experience
• Minimum 3 years of Automotive Industry Experience
• Excellent oral and written communication skills with occasional public speaking.
• Works well without close supervision.
• Good organizational skills, pays close attention to details while exposed to numerous interruptions.
• Excellent interpersonal and negotiation skills with focus on conflict resolution.
• Knowledgeable of Microsoft Office, CRM (SAP), Adobe Acrobat Reader/Writer and the Internet, Power Point
• Ability to think critically and create actionable resolutions to complex problems
• Automotive Competency
• Adaptability

Preferred qualifications include:

• Bachelor’s Degree – Major: Business Management
• Minimum 5 years of High-End Customer Relations Experience
• Minimum 3 years of Negotiation Experience
• Minimum 5 years of Automotive Industry Experience
• Lemon Law experience preferred
• Certified Mediation or Paralegal certificate a plus
• Excellent oral and written communication skills with occasional public speaking.
• Works well without close supervision.
• Good organizational skills, pays close attention to details while exposed to numerous interruptions.
• Excellent interpersonal and negotiation skills with focus on conflict resolution.
• Knowledgeable of Microsoft Office, CRM (SAP), Adobe Acrobat Reader/Writer and the Internet, Power Point
• Ability to think critically and create actionable resolutions to complex problems
• Automotive Competency
• Adaptability
• Certified Mediation or Paralegal certificate a plus

Percentage of required travel: 10%

Schedule/Shift: 40 hours. 9am-6pm (Flexible)

The salary range for this role is $65,000-$75,000. However, it is important to note that at Porsche, compensation range is dependent on geographic location. Individual salaries within each range are determined through a wide variety of factors including but not limited to education, experience, knowledge and skillset. Porsche reviews compensation regularly and may adjust base salaries to reflect market competitiveness.

In addition to salary, individuals may be eligible for a discretionary performance bonus. Our full suite of benefits includes:

• Paid Vacation
• Paid Holidays
• Paid Sick leave
• 401(k) match
• Medical, dental and vision coverage
• Tuition and certification reimbursement
• Life Insurance
• Short and Long Term Disability Coverage
• Subsidized gym membership program
• Subsidized Porsche and VW leasing programs

Physical requirements

• While performing the duties of this job the employee is required to talk, hear, walk, sit, stand, climb stairs on occasion with prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift 15 pounds at times.
• Must be able to effectively work and complete tasks in an open office/noisy environment.

Direct reports

N/A