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Senior Group Manager, Customer Care

Company: Hyundai Motor America
Location: Fountain Valley
Posted on: April 3, 2021

Job Description:

Career Opportunities: Senior Group Manager, Customer Care (11000) Requisition ID--11000-----Posted--03/25/2021-----Retail Experience and After-Sales-----California (NHQ)-----Service - Customer Connect At Hyundai, we've rethought our business and created cars that combine performance, quality, design and innovation into a complete package.

It's time you rethink what you expect from an employer.

At Hyundai, we understand you're not just building a career - you're building a life. We believe in our people and realize that our success is a direct result of our commitment in offering you great opportunities for your career. If you would enjoy working in a dynamic environment and are looking for a chance to become part of a stellar team of professionals, we invite you to apply online today. Purpose: - Strategic leadership position overseeing the Customer Connect and Customer Care departments. Tasked to develop, implement and maintain programs/processes focused on connecting with and providing world class service to Hyundai customers, maximizing customer retention, loyalty and profitability to HMA. Major Responsibilities: - Oversee the management of Customer Assistance Process to ensure that all business/budget/ customer satisfaction targets and quality standards are met. - Develop and implement strategic and tactical process improvement plans to adjust to changing customer needs/contact mediums. - Develop and implement innovative, strategic and tactical process improvement plans to adjust to continuously changing customer needs/contact mediums to maximize customer satisfaction and brand loyalty. Oversees the management of vendors who deliver Hyundai's customer care, ensuring that the care provided is done effectively, efficiently, and enthusiastically. - Responsible for the performance of the vendors operating the Call Center, Case Management and Campaign reimbursement teams. Provide guidance and direction to continuously improve the customer experience and ensure compliance with all applicable laws. - Oversee the management of the vendors operating the Blue Link Call Centers including delivery of core feature and customer account management support. Provide guidance and direction to continuously improve the customer experience and maximize customer enrollment in Blue Link and Blue Link revenue. - Oversee the management of the vendors operating the Roadside Assistance Program. As a core element of Hyundai strategy, it is critical to ensure that this service is optimized for effectiveness, customer satisfaction and cost. - Oversee Hyundai Motor America customer support through social media through cooperation with Marketing and PR. - Oversee the analysis of customer data to identify opportunities for target/segment marketing, enhancements to the customer/dealership experience, risk customer identification and vendor/process improvement. Establish and operate operational reporting to measure the core operation of all operations and identify key customer needs. - Coordinate the three tiers of customer support between National Customer Connect and supporting groups (i.e. techline, FAST, regions, dealers) the Hyundai regional offices with respect to customer action process including, but not limited to, general complaint cases, buyback processes and some legal claims/class action activity. - For all scopes of work: define performance and KPIs; work with Purchasing to complete RFP and vendor selection; benchmark industry for operations/standards/quality, etc.; manage daily performance of the vendor/process; direct improvement to increase quality and reduce cost. - Lead Business Owner for the Call Center Agent applications including Siebel and other systems. Lead for call routing management. - Oversee and manage departmental budget and ensure accuracy of all vendor contracts as well as delivery of vendor contracted services. - Ensure processes in place to maximize financial recovery to HMA on vehicle repurchases with timely and accurate tracking, administration/processing and disposition of vehicles. Oversees HMA compliance to state laws/disclosures/repurchases and legally compliant documentation and handling of customer contacts through all departmental channels. - Manage a staff, effectively coach, counsel, and develop staff. Utilize the diverse talents of the staff by efficiently managing staff's time, materials and budget while focusing on the goals and vision of the company. - Special projects, assignments or tasks as deemed appropriate and assigned by management. - Support all HMA, Division, Sub-Division and sectional goals. Authority: - Authority to make daily operating decisions based on problem identification and analysis. - Policy changes within department in regards to call center service levels. - Development of system requirements for departmental business units. - Management and development of personnel within the Consumer Affairs department (evaluation, hiring, coaching, counseling, terminations). - Expense report approval. - Hyundai Check Request approval. - PR approval. - Buyback approval. Education: - Must be a high school graduate Related Experience: - Ten plus years of experience of which at least eight years are directly related experience in automotive industry. - Three to five years of supervisory experience required. - Field and Corporate Management experience desired. - Experience in directing operations management for a call center preferred. Skill/Knowledge: - Strong oral and written communication skills. - Ability to lead, train, motivate and manage multi-skilled personnel. - Ability to perform in a fast paced environment. - Familiarity and experience in budget setting and control. - Proficient in Word, Excel, PowerPoint and other Windows based computer programs. - Must be analytical and accomplished in presenting to different levels/audiences. - Experience in budget setting and control. Physical Requirement: - Regular travel to contact centers is required. Approximately 10-20%. Our Company adheres to the equal employment opportunity guidelines set forth by federal, state and local laws. The information requested on this form is sought in good faith and will not be used to discriminate against the applicant based on race, religion or creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic characteristics, marital status, sex or gender (which includes pregnancy, childbirth, or related circumstances), gender identity, gender expression, age, citizenship, sexual orientation, family care or medical leave--status, military and veteran status, political affiliation, or any other characteristic protected by federal, state and local laws.

Keywords: Hyundai Motor America, Fountain Valley , Senior Group Manager, Customer Care, Executive , Fountain Valley, California

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