Kelly Services Consumer Affairs - Infiniti in Murfreesboro, Tennessee

Kelly Services is seeking talented professionals to begin their career at Nissan North America with their premier Infiniti division . Individuals will starts in the Consumer Affairs department and will learn the business at the ground level, while having the ability to grow within the company. Don’t miss out on this incredible opportunity to begin your career with a premier, innovative employer.

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Position: Consumer Affairs Agent

Department Infiniti Customer Support (Consumer Affairs)

Location: Murfreesboro, TN

Pay Rate: $22/hour

About Nissan:

  • Manufactures vehicles in 20 counties and employers over 180,000 people globally

  • Proud 80 year history and is one of world’s greenest brands and a zero-emission industry leader

  • Nissan North America has over 22,000 employees and 0 layoffs in more than 30 years.

  • Assembly plant in Smyrna, TN is the largest production automotive plant in North America

Job Summary

  • Located at the Customer Resource Center in Murfreesboro, TN, this position coordinates requests from Nissan owners relating to vehicle repair or maintenance issues, general product related questions or issues, customer/dealership complaints, and customer out-of-warranty goodwill requests for assistance. Works collaboratively with dealership personnel, regional personnel and NNA support personnel to develop appropriate solutions to the customer requests and communicates those to the customer while providing an exceptional customer service experience.

Primary Job Functions

  • Coordinates resolutions to customer vehicle issues, dealership complaints, general inquiries, warranty policies, extended service contract policies and out-of-warranty goodwill requests

  • Corresponds to Nissan customer inquiries resulting from inbound inquiries, emails and mail to deliver exceptional customer service

  • Performs appropriate research with available tools to support/answer customer inquiries; including but not limited to, contacting the CRC parts coordinator to expedite customer parts backorders and the on-site technical specialist to answer general vehicle technical questions

  • Actively participates in coaching sessions to obtain feedback on call monitoring quality, case management and application of Consumer Affairs policies and procedures

  • Achieves quality call monitoring and case management Key Performance Indicators as assigned

  • Provides applicable service campaign/recall information to Nissan customers and documents those conversations according to Consumer Affairs policies and procedures

  • Documents customer inquiries/concerns received from customer correspondence, inbound calls and NNA corporate surveys; updates consumer affairs case files with appropriate documentation

  • Follows-up with customer, dealership and regional personnel within established SOP guidelines

  • Engages available resources to resolve customer inquiries to ensure customer issues are resolved within company and legal parameters

  • Assists in coordinating out-of-warranty goodwill assistance requests and ensures approvals do not surpass assigned guidelines

  • Coordinates customer vehicle inspections with dealer technical specialists and maintains customer cases with appropriate and current documentation

  • Answers and responds to customer questions regarding vehicle operation issues and warranty policies

  • Reviews customer out-of-warranty goodwill requests with dealership service personnel and regional representatives (FOM’s/DOM’s) to develop appropriate solutions to assist customers; communicates those decisions to customers in support of NNA company policies and procedures while delivering exceptional customer service

  • Completes preliminary research and documentation for vehicle buybacks requests in a timely manner according to procedures communicated by the Dispute Resolution Team

  • Follows Consumer Affairs policies and procedures as documented in Standard Operating Procedures

  • Develops and supports a climate of positive team work that encourages agent job satisfaction

  • Acts as a mentor to new agents and team members to assist with their professional development

Qualifications & Requirement

  • Job Knowledge and Skill

  • Excellent analytical skills; excellent interpersonal, oral and written communication skills; conflict resolution skills; good presentation skills.

  • Good organization, project management, workflow management and process improvement skills.

  • Good problem solving and decision-making skills.

  • Experience

  • Prior professional level experience not required

  • Education

  • Bachelor’s degree in a related business discipline is required

  • Computer Skills

  • Thorough computer knowledge such as word processor, spreadsheet, other PC applications, or mainframe applications to resolve complex problems in day to day situations.

Benefits & Perks

  • Competitive weekly pay

  • Up to 9 paid holidays (After 90 days on assignment)

  • Ability to participate in the vehicle purchase plan

  • Free use of the fitness center

  • Paid time off after one year of service

  • Discount on auto insurance, travel and more

  • Eligibility to participate in 401(k)

Why Kelly ® ?

At Kelly Services ® , we work with the best. Our clients include 95 of the Fortune 100 ™ companies, and more than 70,000 hiring managers rely on Kelly annually to access the best talent to drive their business forward. If you only make one career connection today, connect with Kelly.

AboutKelly Services ®

As a workforce advocate for over 70 years, we are proud to directly employ nearly 500,000 people around the world and have a role in connecting thousands more with work through our global network of talent suppliers and partners. Revenue in 2016 was $5.3 billion. Visit and connect with us on Facebook , LinkedIn and Twitter .

Kelly Services is an equal opportunity employer including, but not limited to, Minorities, Females, Individuals with Disabilities, Protected Veterans, Sexual Orientation, Gender Identity and is committed to employing a diverse workforce. Equal Employment Opportunity is The Law. at