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Special Projects Liaison job in Atlanta at Axelon Services Corporation

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Special Projects Liaison at Axelon Services Corporation

Special Projects Liaison

Axelon Services Corporation Atlanta, GA Full-Time
Special Projects Liaison
Sandy Springs, GA
6 Months



Job Description: Special Projects Liaison


client requires all new employees to present proof they are fully vaccinated against COVID-19 prior to the start date. Currently, fully vaccinated is defined as someone that has received both doses of the Pharmaceutical/Moderna COVID-19 vaccines or one dose of the Pharmaceutical COVID-19 vaccine. Individuals with a valid medical/religious reason preventing them from taking the vaccine may request an accommodation.

Responsible for managing all business aspects of Special Projects, including but not limited to: Call Center and Online support with the goal of facilitating project completion at an authorized dealer. This includes understanding: updates for all vehicles, extended warranties, parts, repair ETA s, etc. Act as the primary liaison for the CAC, Dealerships, Warranty Services Group, Sales, Aftersales, Engineering, and Legal. Research customer inquiries and provide first call resolution when possible. Ensure satisfaction by either contacting the dealership, involving the field team, or collaborating with an Executive Referral Manager or Supervisor when appropriate. Accurate summarization of customer interaction is documented into Compass. Ensure accuracy and clarity while making appropriate updates to customer s file. Thoroughly probe for clarity assuring customer of CAC commitment; articulate next steps and next point of contact to customer. Ability to negotiate and manage a budget.

Responsibilities
Including, but not limited to:
" Respond to all customer and dealer inquiries and complaints in an accurate and timely manner
" Act as the department liaison for inquiries from dealers, regions, and other departments
" Ensure immediate and professional assistance to all requests by determining the correct and expeditious course of action including dealer contact
" Understand and explain all facets of the project including:
the content of the owner notification letter and website
the details of the extended warranty
which parts require replacement and repair eta s
" Provide updates on high profile cases as assigned by a TL/Supervisor
" Update customer records (addresses/phone numbers/vehicle, remove double entries, correct spelling, etc.) as needed when working in Compass
" Ability to negotiate, persuade, inform and manage a budget

Qualifications

Associate s Degree (accredited school) or equivalent certification or 1-3 years (total) of work experience in the following:
" Automotive retail
" Administration
" General knowledge of process/project development
" Knowledge of auto industry finance figures, MMR, auction value research

Additional Information

" This is a Call Center position
" Hours are 11 am -7 pm (nonnegotiable)
" Candidate must be vaccinated in order to report to the office
" Position has a mix of the call center aspect that requires inbound call handling but also an aspect of research where the SPL serves as a liaison between customers, dealerships, and other business units.
" Handling a caseload which requires extensive research with dealer, field, engineering, Legal, etc.
" Consistent follow up with the customer up to and after resolution
" Ability to draft written cases summaries for leadership and legal

Accuracy and attention to detail in researching, updating CRM system, and disseminating information to department. Solid communication skills a must. Must be able to understand, communicate, and apply policies (procedural and personal) within a call center atmosphere, in a clear, concise, and friendly manner. Must possess excellent organizational skills, neat work habits, and attention to detail. Proficiency with all MS Office suite (Word, PowerPoint & Excel) is required.

Recommended Skills

  • Decision Making
  • Problem Solving
  • Negotiation
  • Leadership
  • Team Building
  • Mentorship
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