Senior Representative, Warranty Experience and Customer Satisfaction

Location: Southern California/Los Angeles

Job Schedule: Full-time filed role

Education Requirement: Bachelor's degree preferred

Sponsorship: No  

Shape the Future of Mobility at Nissan: Launch Your Career, Drive Innovation 

We are currently looking for a Senior Representative, Warranty Experience and Customer Satisfaction to join our team in the West Region.

We’re looking for passionate individuals to join our Total Customer Satisfaction (TCS) team as Customer Care Representatives.

In this role, you’ll travel to Nissan and INFINITI dealerships across Southern California to improve customer experiences and enhance dealership processes. You’ll work closely with dealership personnel and regional teams to ensure customers receive timely, efficient, and exceptional service throughout the warranty repair process.

A Day in the Life:     

• Serve as a customer experience advocate at assigned dealerships, focusing on improving the warranty repair journey.
• Monitor and address key performance areas:
  • Days Out of Service
  • Parts Ordering & Vehicle Off Road
  • Warranty Repair Attempts & Documentation
  • Customer Handling & Communication
• Partner with dealership staff and Nissan field personnel (RAM, AGM, FOM, DTSM, FQM) to coach and implement process improvements.
• Engage directly with customers when necessary to resolve concerns and ensure satisfaction.
• Assist in post-mortem reviews of escalated cases to identify root causes and prevent recurrence.
• Collect and report data to support KPI tracking and continuous improvement initiatives.
• Ensure dealership compliance with their warranty obligations as it relates to their Dealer Sales & Service Agreement (DSSA).
• Promote customer care best practices and contribute to training efforts for dealership teams.

Who We’re Looking for:  

Required: 

• Customer Focus: Strong interpersonal and communication skills with a passion for delivering exceptional experiences.
• Problem-Solving: Ability to analyze issues, recommend solutions, and influence process improvements.
• Experience: 8+ years in automotive service, warranty, or customer-facing roles preferred.
• Education: Bachelor’s degree preferred
• Location & Travel: Based in Southern California with up to 100% travel to dealerships.

Desired: 

Technical Skills: Proficiency in Microsoft Office; familiarity with dealership systems a plus.

What You’ll Look Forward to at Nissan: 

Career Growth and Continuous Learning Opportunities: Benefit from diverse career paths, cross-departmental moves, and innovative learning platforms. Enhance your skills through seminars, leadership training, and tuition reimbursement programs, all while playing a vital role in shaping the future of transportation. From day one, you'll have the support to tackle challenges and contribute to impactful solutions across our organization. 

Rewards: Be supported with a Comprehensive Benefits Package, including medical, mental health, parental leave, retirement savings & unique Nissan perks, including discounts on lease vehicles as part of our Employee Lease Program and a Vehicle Purchase Program (VPP). For more information, access our Nissan Benefits Overview Guide.  

Nissan is committed to a drug-free workplace. All employment is contingent upon the successful completion of drug and background screenings in accordance with Nissan policies and in compliance w