Vehicle Parts/Labor Claims Customer Advocate

Overview

Who we are

Toyota does not offer support or sponsorship of job applicants for employment-based visas or any other work authorization for this role now or in the future. You must have the right to work in the United States and not require Toyota support or sponsorship for immigration-related employment (e.g., H-1B, O-1, E-3, H-1B1, TN, F-1 OPT, F-1 STEM OPT, F-1 CPT, TN, ‘job flexibility benefits’ (also known as I-140 or Adjustment of Status portability), etc. now or in the future. You should not apply for this role if you will require Toyota to assist with immigration support or sponsorship now or in the future.

Who we’re looking for

Toyota’s Experience Center – Central’s Voluntary Protection Products (VPP). Team is looking for a passionate and highly motivated VPP Advocate. The Voluntary Protection Products (VPP) team is responsible for the contractual administration of all insurance products including Vehicle Services Agreements, Certified Warranties, Guaranteed Auto Protection, Prepaid Maintenance, and Excess Wear and Use. The team provides live support via inbound interactions across the TFS, LFS, and Private Label portfolios, and actively guides dealers, customers, field staff, inspectors, and alternate repair facilities regarding how to best proceed to ensure the agreement is properly exercised or managed.

Advocates on the VPP team are responsible for handling Dealer, Customer, GAP (Guaranteed Auto Protection), Excess Wear and Use (EWU) claims, Prepaid Maintenance (PPM), and STRATUS dealer support phone interactions. Responsible for the contractual administration of all mechanical claims and interfaces with dealers, customers, and lien holders.

Center Operating Hours

You must be available to work a shift between the hours of 7 am - 7 pm Central Time from Mondays to Fridays with one late shift per week; and 8 am - 1 pm Central Time on Saturdays. Our team members work every 4th Saturday of the month.

Training

Training for this position will be from 7:00am - 6:00pm Central time for 9 weeks.

The first 5 weeks will be virtual and the second 4 weeks will be in-office training.

Pay/Benefits

Competitive base salary as well as benefits effective day 1.

What you’ll be doing

• Provide customer-focused service by promptly and accurately processing all calls from customers, dealers, field staff, and alternate repair facilities.
• Handle all customer and dealer interactions efficiently by eliminating non-value-added activities on and off the phone; accurately documenting all interactions to ensure the integrity of monthly reporting.
• Consistently incorporate compliance policies and procedures with all VPP Loyalty customer interactions.
• Share knowledge and best practices with peers and leadership through verbal and written communication as well as in forums such as team meetings, call calibrations, and team chat.
• Gather mechanical information to ensure that recommended repairs are justified.
• Authorize claims in a fiscally responsible manner based on the mechanical diagnosis, referencing industry standard manuals/software for part pricing/labor times, and balancing customer/dealer expectations with TMIS’ contractual responsibility.
• Partner with customers to answer questions and provide education on all Voluntary Protection Products.

What you bring

• HS Diploma or GED.
• Previous automotive Mechanical experience strongly preferred.
• Focuses one’s actions and decisions on timely and accurate responses to customers.
• Provides timely and accurate service to customers, dealers, and lien holders.
• Adapts to and works effectively within a variety of situations, both inside and outside of the organization, and with different individuals and teams.
• Agility to move between tasks in a fast-paced environment.
• Strong verbal, written, and an