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National MINI Motorer Relations Representative
Ref No.: 18-19022
Location: Woodcliff Lake, New Jersey
National MINI Motorer Relations Representative
Woodcliff Lake, NJ
3+ Month Contract

** Looking for individuals who have more customer interaction experience with good written and verbal skills. More automotive and case handling experience rather than admin experience.
Per manager, looking for candidates with case management experience. They will be working with legal department. **


Responsible for the ownership and resolution of:
Assigned MINI Service requests (SR's), Executive Customer Communications, Escalated Customer Complaints and Legal customer issues in a professional and timely manner. Position reports to the National MINI Team Manager. When the case volume mandates, candidate is expected to support other brands within the team.

Basic job duties may include but are not limited to:
• The review of inbound inquiries and complaints (via telephone, email, Internet, written correspondence or escalated matters from the Call Center regarding Client products, dealers, parts, service, sales, etc.
• Responding to a customer's within ONE business day.
• Researching the background of the contact with appropriate Client dealer personnel and investigate service history through repair orders, Customer Central, Warranty System and other resources.
• Continuation of ongoing customer contact every FIVE working days or less, as required.
• Ensuring the highest level of customer satisfaction by effective and accurate case management.
• Daily interactions with Field Teams and Client Dealers to encourage satisfactory resolution of customer complaints.
• Embrace, promote and sustain the delivery of a World Class Customer Service Experience.
• Using initiative and best professional judgment in decision making processes.
• Working closely with the associate's Team Lead to provide status updates and reports as required.
• To foster and renew existing customer relationships by regular time sensitive communication, throughout the lifetime of an assigned Case.

Immerse and engage in the unique ownership culture of Client

Be product conversant and target continual growth by attending company training and personal development courses.

Uphold the professionalism and integrity of the associate's team by maintaining the highest level of personal and professional standards in the workplace.

• keyboarding speed of 45 wpm,
• ability to effectively compose written correspondence,
• strong verbal and presentation skills,
• proficiency in MS Word and Outlook.
• Willingness to be flexible and adaptable to changing priorities
• Candidates must have 3-5 years customer relations experience and the ability to work effectively and independently in a demanding environment.
• Bachelor's degree preferred; high school diploma or equivalent
• Willingness to be flexible and adaptable to changing priorities