Job Responsibilities:

• Monitors, manages and recommends CQ-VCS KPI vendor objectives. Provides direction on escalated customer files to mitigate NNA/NCI financial risk and retain customer loyalty. Provides process improvement suggestions to improve customer experience.
• Coordinates difficult or escalated customer situations with the NNA/NCI legal department and provides direction to the VCS agent group on how to properly resolve those requests; develops or revises Standard Operating Procedures as necessary.
• Coordinates with other internal NNA/NCI departments (Training, IS, Techline, NESNA, Campaigns, AP, VCS Ops) to improve the overall customer resolution process.
• Proactively sets standards for vendor to retain existing NNA/NCI customers through application of goodwill expenditures.
• Analyzes and distributes data exhibiting current vendor agent performance levels and comparison to established KPI's or corrective action plans. Takes corrective action and develops remediation activities with vendor as required in conjunction with Manager.
• Ensures vendor compliance with NNA policies and procedures and with Statement of Work (SOW), where applicable.
• Responsible for implementation of VCS Affairs Standard Operating Procedures updates and revisions via Salesforce.
• Reviews and ensures appropriateness of goodwill reimbursements for timeliness, coding and overall accuracy prior to approval. Audits vendors check requests as required.
• Identifies training requirements and coordinates vendor remediation activities as necessary.
• Reviews VCS annual and ongoing performance evaluations to ensure corporate compliance and overall improvement of agent performance.
• Develops and supports a climate of positive work environment that encourages VCS agent job satisfaction.
• Conducts quality evaluations and agent performance evaluations.

Job Knowledge and Skills:

Excellent analytical skills; excellent interpersonal, oral and written communication skills; strong conflict resolution skills; good presentation skills. Good organization, project management, workflow management and process improvement skills.

Knowledge of the following functions:

Customer Service; Consumer Affairs; Customer Satisfaction; Marketing; Parts & Service Operations; Sales Operations and VCS Statement of Work.

Experience:

Minimum five years of directly related professional- level experience.

Supervisory Experience:

Prior experience in a work leader role coordinating the work of other employees or contractors. This includes training new employees, assigning work, and checking the timeliness and quality of work. May have provided input into performance reviews.

Education:

Bachelor's degree from an accredited university 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.

Travel Required:

Must be able to travel outside the United States and adhere to existing Nissan travel policies.

20% travel requirement including international.

Frequent day travel between Nissan sites in the Nashville area.

Occasionally represent Nissan at offsite events. Includes evening events.