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  • Category: Customer Service
  • Education: Bachelors Degree
  • Employment Length: fulltime
  • Pay / Salary: $22 Hourly
  • Source: Business
  • Ad #: 6952
Via: kellyjobsmnetwork Apply / More Info
Full 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. We are looking for the best, brightest and most motivated graduates. This has great career potential. Don’t 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: 

Position:          Consumer Affairs Agent

Department      Nissan Customer Support (Consumer Affairs)

Location:          Murfreesboro, TN

Pay Rate:          $22.00/hr

(This is a long-term, ongoing position. THIS IS NOT TEMPORARY. Relocation Assistance can be provided )

About Nissan: 

  • Manufactures vehicles in 20 counties and employers over 180,000 people globally
  • Proud 80 year history and is one of world’s 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.


In this long-term role you will:

  • Coordinate resolutions to customer vehicle issues, dealership complaints, general inquiries, warranty policies, extended service contract policies and out-of-warranty goodwill requests
  • Correspond to Nissan customer inquiries resulting from inbound inquiries, emails and mail to deliver exceptional customer service
  • Perform 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 participate in coaching sessions to obtain feedback on call monitoring quality, case management and application of Consumer Affairs policies and procedures
  • Achieve quality call monitoring and case management Key Performance Indicators as assigned
  • Provide applicable service campaign/recall information to Nissan customers and documents those conversations according to Consumer Affairs policies and procedures  
  • Document customer inquiries/concerns received from customer correspondence, inbound calls and NNA corporate surveys; updates consumer affairs case files with appropriate documentation
  • Follow-up with customer, dealership and regional personnel within established SOP guidelines
  • Engage available resources to resolve customer inquiries to ensure customer issues are resolved within company and legal parameters
  • Assist in coordinating out-of-warranty goodwill assistance requests and ensures approvals do not surpass assigned guidelines 
  • Coordinate customer vehicle inspections with dealer technical specialists and maintains customer cases with appropriate and current documentation
  • Answer and responds to customer questions regarding vehicle operation issues and warranty policies
  • Review customer out-of-warranty goodwill requests with dealership service personnel and regional representatives (FOM’s/DOM’s) 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
  • Complete preliminary research and documentation for vehicle buybacks requests in a timely manner according to procedures communicated by the Dispute Resolution Team
  • Follow Consumer Affairs policies and procedures as documented in Standard Operating Procedures
  • Develop and supports a climate of positive team work that encourages agent job satisfaction
  • Act 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
    • Bachelor’s 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
  • Vacation Pay
  • Discount on auto insurance, travel and more
  • Eligibility to participate in 401(k)

This position is not being recruited by your local Kelly Office. Please use the "APPLY NOW" button to be contacted by a recruiter. 

Map: Murfreesboro TN
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