Status

Exempt

General Summary

The Escalated Case Supervisor is responsible for the supervision of the Escalated Case Administrator (ECA) team members as they work to resolve escalated cases in a timely manner in support of customer satisfaction and established policies and procedures, as well as administering their own casework and serve as a corporate representative in legal matters on occasion. The position works with customers, attorneys, dispute settlement entities, Attorney General offices, and others in resolving customer and vehicle service issues.

The Escalated Case Supervisor is also responsible for (1) daily case dispatch and reporting, (2) the development of necessary training, including "best practice" documents, to streamline the successful onboarding of new ECA team members and (3) providing one-on-one mentorship to team members as necessary.

The position significantly impacts and contributes to the organization through increased owner retention, improved customer/dealer satisfaction, identification & reporting of product quality issues and minimization of fiscal cost to KUS for non-compliance of any state or federal statutes.

Essential Duties and Responsibilities

Priority One: 50%

• Supervise ECAs to ensure successful case administration & policy & procedure compliance by (1) daily case dispatch in a balanced manner, (2) monitoring the Daily Open Case, Active Case Reports & Power BI dashboard to ensure follow up dates & status levels are appropriate & accurate, and intervene as necessary to provide additional support & direction, (3) developing & administering training & best practice reference materials, (3) providing one-on-one mentorship as necessary, and (4) taking supervisor escalation calls for resolution & identification of needed action within the team to avoid recurrence.

Priority Two: 40%

• Timely case management in accordance with established policy & procedure & any compliance date deadlines, including thorough case & vehicle history review & case documentation, and customer communication to understand their needs and find solutions as a customer advocate.
• Consult with and coordinate activities among Kia resources (Field Technical Specialist, Product Quality, District Parts and Service Manager, Parts, Legal Department) to successfully repair vehicles in a timely manner for both directly owned cases and cases owned by the ECA team.

Priority Three: 5%

• Supervise the timely and accurate administration of goodwill & vehicle repurchases in accordance with established policy & procedure for cases owned, as well as the other ECA team members

Priority Four: 5%

• Supervise the completion of all required KU Training for self and the ECA team, quarterly TREAD review of cases to ensure compliance, attendance & participation in depositions, trials, or small claims court on an as needed basis, support of other tasks and projects assigned in a timely and complete fashion.

PERSONALLY PERFORMED DUTIES

• Regularly report ECA team case volume and status, process challenges, supervisor escalations, and other information impacting ECA case handling performance to the Escalated Case Administration Manager with suggested actions to improve performance.
• Review team and individual decision-making guidelines to determine appropriate case resolution actions through regular monitoring activities.
• Perform quarterly TREAD review of cases to ensure compliance & take appropriate action with team members as necessary to ensure TREAD reporting compliance.
• Attendance & participation in depositions, trials, or small claims court on an as needed basis.
• Support of other tasks and projects as assigned in a timely and complete fashion.
• Maintain 100% completion of annual Kia University training requirements & supervise the completion of all required Kia University Training for the ECA team
• Occasional travel may be required domestically and/or internationally.
• The position is required to work varying shift(s) as needed to support assigned dealerships/Districts/Regions

Qualifications/Education

Bachelor's degree or equivalent work experience required

Job Requirement

Overall Related Experience:

• Minimum 4+ years experience within a customer support environment
• Minimum 4+ years analytical and administrative support experience in automotive industry
• Experience working in a fast-paced dynamic work environment

Directly Related Experience:

• Knowledge and understanding of automotive lemon laws and administration of the various state specific lemon and title-branding/disclosure law requirements and third party arbitration processes and procedures is required
• Minimum of 4 years experience in customer vehicle repurchase claim handling
• Supervisor experience is a plus

Specialized Skills and Knowledge Required

• Excellent oral, and written communication skills, with ability to present to a wide variety of audiences
• Well-organized with analytical and problem solving skills
• Demonstrated customer contact skills with ability to address & resolve difficult situations
• Well-organized, with ability to multi-task & complete projects as assigned
• Proficient with Microsoft Office products (Word, Excel, PowerPoint, Outlook)
• Minimum 50+ wpm typing skills
• Interprets and complies with company processes for vehicle repurchases/replacements, goodwill, and arbitration handling in support of KUS business objectives.
• Critical thinking skills to assess all aspects of a case in support of informed, consistent decisions.
• Reviews and assesses all aspects of a case to determine possible resolution options in consideration of "situational value".
• Makes independent decisions relative to customer claims for repurchase, goodwill, and effectively manages within authority given or authorized department levels.
• Interfaces with team members and management to improve deficiencies in key customer service areas & contributes to solution development & implementation.

Competencies

• Care for People
• Chase Excellence Every Day
• Dare to Push Boundaries
• Empower People to Act
• Move Further Together

Pay Range

$77,105.26 - $100,226.82

Pay will be based on several variables that are unique to each candidate, including but not limited to, job-related skills, experience, relevant education or training, etc.

Employment Type

Full Time