Executive Referral Manager

Summary:

• Location: Sandy Springs, GA
• Work Mode: Hybrid
• Duration: 12 Months

Responsibilities:

• Manage all customer communication on behalf of various departments including Executive Management, Legal, Engineering Services, and PR.
• Handle and appropriately distribute a budget for complex case resolution.
• Negotiate post-warranty settlements and sales incentives for customers.
• Resolve escalated issues from all company areas and communication channels.
• Support Emission Modification Campaign with a goal of 85% completion rate.
• Review Lemon Law Buyback cases and mitigate escalations using the AOM goodwill toolkit.
• Partner with Legal and Engineering Services to research customer Product Liability claims.
• Submit vehicle information templates to alert different areas of possible issues.
• Collaborate with company areas to become the SME and educate on trending topics.
• Document and update customer/vehicle information in internal systems.
• Provide training for new Executive Referral Managers through mentoring and support.

Requirements:

• Degree in Business Administration or Business Management or equivalent work experience.
• Minimum 2 years of experience in administration, business, or business management.
• Ability to represent the company in litigation and court appearances.
• Excellent communication skills (written and verbal).
• Flexible to work varied hours and travel frequently at short notice.
• Proficient in office software and internal company systems.
• Knowledge of automotive industry trends and company products.

Preferred Skills:

• Strong negotiation skills for post-warranty settlements.
• Ability to maintain composure under pressure.
• Excellent follow-up and probing skills.
• Collaborative working relationships with internal departments.