Customer Care Coordinator

Join the Mitsubishi Motors North America (MMNA) Team!    At Mitsubishi Motors NA, we are driving innovation, quality, and excellence in the automotive industry. Our commitment to delivering cutting-edge vehicles goes hand in hand with our dedication to fostering a dynamic and inclusive work environment.    Our team members are the driving force behind our success, and we believe in empowering individuals to contribute their unique skills and perspectives. We are a collaborative and forward-thinking team that values diversity, creativity, and continuous improvement.     At MMNA, your career is not just a job but a journey of growth. Benefit from ongoing employee development programs, contribute to our impactful Community Relations initiatives, and enjoy a range of employee benefits that make your experience with us exceptional.    Be part of a company proud of its heritage and excited about the future where together, we shape the future of mobility and drive success in every mile.    Summary of the Role:    If you're eager to dive into the automotive industry and gain valuable insights, then buckle up, this position is just for you! At Mitsubishi Motors North America (MMNA), we’re all about putting customers first and turning challenges into victories. Joining our Customer Relations team means mastering the art of understanding automotive customer needs and providing essential support to ensure positive outcomes. You'll embark on a journey of learning and growth, exploring all facets of the Mitsubishi ownership experience. With ongoing support, this role can be your gateway to a multitude of career paths within Mitsubishi Motors, tailored to your interests and progress. Start your story with us today!   Position Location: The role is based in Franklin, TN, with reporting responsibilities to MMNA’s Franklin Headquarters. The ideal candidate should reside in or be willing to relocate to the Franklin/Nashville area of Tennessee. Please note that we are unable to make exceptions regarding the requirement to live and work in Tennessee.  Responsibilities:  

• Efficiently handle incoming customer calls, gathering and probing for necessary details to resolve customer inquiries and concerns.
• Listen actively and attentively to customer concerns, displaying empathy and accurate knowledge to exceed expectations.
• Utilize call scripts effectively to address specific call types.
• De-escalate conflicts with patience and provide necessary support to dissatisfied customers.
• Guide customers in operating vehicle features using available resources.
• Maintain high availability for inbound calls, emails, and other communication channels.
• Escalate cases to Level Two Case Managers following department guidelines.
• Accurately update customer information in CRM system and document call details.
• Refer customers to appropriate resources for further assistance.
• Provide information on dealership operations, vehicle maintenance, warranties, and Mitsubishi programs.
• Generate excitement and encourage engagement with Mitsubishi products and dealerships.
• Escalate concerns to the Supervisor as needed for customer satisfaction.
• Hybrid work setup: Required in-office presence Tuesday to Thursday for the first 90 days, followed by mostly remote work with designated office days as determined by management.
• Maintain regular full-time attendance of 8 hours daily, 7am-4pm, Monday-Friday.
• Perform additional duties as assigned to achieve work unit goals.

Required Qualifications:  

• 1+ years of college experience or equivalent work experience.
• Desire to grow in the automotive industry.
• Strong written and verbal communication abilities.
• Excellent customer service skills.
• Capacity to manage heavy volumes with sound judgment and decision-making prowess.

Desired Qualifications:  

• Previous contact center experience and/or handling chat.

Perks and Benefits:  

• Family First: Enjoy comprehensive healthcare coverage, including medical, dental, and vision plans.
• Be a Proud Mitsubishi Ambassador: Take advantage of our Discounted Employee Lease Car program, covering insurance, maintenance, and registration fees, with no down payment or credit check required.
• Secure Your Future: Benefit from our 401(k) with Company match and annual contributions based on years of service.
• Fuel Your Growth: Access professional development opportunities, including training, tuition reimbursement, and employee resource groups.
• Take Time for Yourself: Enjoy up to 30 days of paid time off, including holidays, vacation, and other leave options.
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