Overview
Customer Relations Specialist Jobs in Ajax – Ontario at Volkswagen Group of America
Title: Customer Relations Specialist
Company: Volkswagen Group of America
Location: Ajax – Ontario
Category: Customer Service/HelpDesk
Job Description- Customer Relations Specialist (12+ Month Contract) (GAS
000006)
Customer Relations Specialist (12+ Month Contract) – GAS
000006
Primary Location
Drive your Career!
We love our cars, but it’s the people behind them who make them what they are. To build, market, and sell great cars, we need great people. That’s why at Volkswagen Group Canada, we are passionate about our cars and our brand and foster this same passion and drive in our people. We know that the right people in the right positions can do incredible things, and we love making that happen.
We are currently looking for a Customer Relations Specialist (12 + Months Contract ) at our Corporate Offices in Ajax, ON
Customer Relations Specialist is a critical role that requires superior handling of our customers with specific vehicle and/or dealership situations. Our Specialist have the opportunity throughempowermentto dramatically improvecustomer satisfaction, and ultimately,customer loyalty. This position reflects the Brand philosophy to ensure all customers are treated in a friendly, honest and approachable manner and placescustomer loyaltyas its highest priority.
To this end the role has to work with several parties at VGCA (e. g. warranty, technical) in order to provide courteous, professional and timely responses to escalated customer inquiries from our Level 1Customer CareCentre. To achievecustomer satisfactionthe role has to administer customer programs according to guidelines while being empowered to make goodwill decisions.
This is a flex hybrid model
Primary Responsibilities:
Act as the Subject Matter Expert forCustomer CareLevel 1, including coaching and training.
Handle, document, and resolve escalated cases transferred from Level 1Customer Care, both phone and written correspondence.
Handle and resolve executive cases, both phone and written correspondence.
Handle and resolve inquiries redirected from Germany and all automotive repair/parts related cases
Handle all safety-related allegations and other sensitive cases and customer arbitrations, small claims court cases.
Coordinate with Volkswagen Regional Field staff & dealers for proper vehicle repair.
Communicate customer input/dealer concerns to the Regional Field Staff.
Communicate trends involving customer inquiries or potential product shortcomings.
Generate Customer Relations reports as needed to identify opportunities.
Act as Liaison with Roadside Assistance Provider.
Maintain in-depth knowledge of:
Current Technical Bulletins, Service Actions, and Campaigns.
Best practices, processes, procedures required to promptly resolve car down situation.
Stay updated on all new products as they come to market.
Qualifications:
Post-secondary degree in Business or related field
3+ years of customer relations experience and 1-3 years ofleadershipexperience; automotive industry experience an asset
Excellentcommunication skills(French and English preferred)
Excellent organizational and computing skills
Ability to multi-task and have a strongattention to detail
Ability to display initiative and offer solutions to enhance team’s performance
Ability to handle personnel issues withprofessionalismand maturity
Ability to work in afast-paced, extremelycustomer-focusedcontact center
Understand what it takes to deliver an exceptional experience
Demonstrate strong business decision-making skills
Familiar with social media/online environments
Ability to interact …
