Customer Relations Specialist

 

Title: Customer Relations Specialist

Location:  Washington, US

Job Type: Full-time with Benefits  

  

Who We Are

For more than 25 years, MSX International has been a dedicated partner to leading automotive brands around the world. We support them in transforming their businesses and in managing their operations across the areas of Customer Experience, Repair Optimization, Learning and Insights. We focus on helping our clients generate more value for their customers. With over 5,000 employees based in more than 80 countries worldwide, our teams provide industry-leading expertise. We have combined our deep industry expertise with cutting-edge technology solutions to help our automotive clients increase revenue and reduce costs, while enhancing operational efficiency and improving customer satisfaction.  Our goal is to help our customers reach their full potential and to excel as their global partner of choice.

 

Day to Day Responsibilities

• California New Motor Vehicle Board Cases – Handling of customer complaints filed with the NMVB by communicating with their Mediator and customer to initiate an investigation of the customer’s concerns to determine the appropriate response or resolution with a focus on customer satisfaction and retention.  Work with corporate and dealer resources to resolve any product concerns to ensure vehicle is repaired under the terms of the applicable warranty or make decision on out of warranty assistance requests.  Review any requests for replacement or repurchase under CA LL by obtaining dealer repair orders, reviewing information available in FCA’s databases, making a decision, and communicating that to the NMVB Mediator and/or customer.

 

• California Small Claims Cases – Intake of small claims cases from OGC.  Initiate investigation of the plaintiff’s claim to determine appropriate action.  Communicating with plaintiff to work towards a mutually amicable settlement when appropriate, preparing offer letter and release if an agreement is reached.   If case does not merit settlement offer, prepare a summary, and exhibits for the Area Manager so that they are prepared to attend and defend the matter. 

 

• PR Referrals – Intake of a customer complaint from local FCA PR Manager for high profile customers.  Initiate investigation of the customer’s concerns to determine appropriate action towards resolution.  Communicate with referring party, consumer, corporate and dealer resources as necessary to resolve product concerns, warranty disputes and requests for out of warranty assistance with a focus on customer satisfaction and retention.

 

General Responsibilities as Needed

• Assist BC Customer Relations Manager as needed with any customer referral from Top Care, SI, or other BC’s. 
• Review CRT cases and provide a decision when CR Manger or AM is not available.
• Provide support to our Area Managers, Tech Advisors and dealerships relating to customer complaints, warranty questions/issues, and any inquiries involving active warranty litigation matters. 
• Provide support to local defense firms when assistance is needed with general information or in communicating with or obtaining information from dealers, Area Managers and Tech Advisors.

 

MSX International is an Equal Employment Opportunity Employer committed to employing a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veteran status, age, or any other characteristic protected by law. 

 

The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets, experience and training, and other business and organizational needs. The disclosed range estimate may not have been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At MSXI, it is not typical for an individual to be hired at the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current ra