Escalated Case Supervisor
Salary undisclosed
Checking job availability...
Original
Simplified
At Kia, we’re creating award-winning products and redefining what value means in the automotive industry. It takes a special group of individuals to do what we do, and we do it together. Our culture is fast-paced, collaborative, and innovative. Our people thrive on thinking differently and challenging the status quo. We are creating something special here, a culture of learning and opportunity, where you can help Kia achieve big things and most importantly, feel passionate and connected to your work every day.
Kia provides team members with competitive benefits including premium paid medical, dental and vision coverage for you and your dependents, 401(k) plan matching of 100% up to 6% of the salary deferral, and paid time off. Kia also offers company lease and purchase programs, company-wide holiday shutdown, paid volunteer hours, and premium lifestyle amenities at our corporate campus in Irvine, California.
Status
Exempt
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.
Major Responsibilities
1st Priority - 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 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.
2nd Priority - 20%
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.
3rd Priority - 20%
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.
4th Priority - 5%
Supervisor 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.
5th Priority - 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 as assigned in a timely and complete fashion.
Education/Certification
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 Suite – Outlook, Excel, PowerPoint
Minimum 50+ wpm typing skills
Competencies
Care for People
Empower People to Act
Chase Excellence, Every Day
Move Further, Together
Dare to Push Boundaries
Pay Range
$74,859.00 - $100,227.00
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.
Equal Employment Opportunities
KUS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, ancestry, national origin, sex, including pregnancy and childbirth and related medical conditions, gender, gender identity, gender expression, age, legally protected physical disability or mental disability, legally protected medical condition, marital status, sexual orientation, family care or medical leave status, protected veteran or military status, genetic information or any other characteristic protected by applicable law. KUS complies with applicable law governing non-discrimination in employment in every location in which KUS has offices. The KUS EEO policy applies to all areas of employment, including recruitment, hiring, training, promotion, compensation, benefits, discipline, termination and all other privileges, terms and conditions of employment.
Disclaimer: The above information on this job description has been designed to indicate the general nature and level of work performed by employees within this classification and for this position. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
Kia provides team members with competitive benefits including premium paid medical, dental and vision coverage for you and your dependents, 401(k) plan matching of 100% up to 6% of the salary deferral, and paid time off. Kia also offers company lease and purchase programs, company-wide holiday shutdown, paid volunteer hours, and premium lifestyle amenities at our corporate campus in Irvine, California.
Status
Exempt
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.
Major Responsibilities
1st Priority - 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 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.
2nd Priority - 20%
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.
3rd Priority - 20%
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.
4th Priority - 5%
Supervisor 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.
5th Priority - 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 as assigned in a timely and complete fashion.
Education/Certification
- Bachelor’s degree or equivalent work experience required
- 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
- 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
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 Suite – Outlook, Excel, PowerPoint
Minimum 50+ wpm typing skills
Competencies
Care for People
Empower People to Act
Chase Excellence, Every Day
Move Further, Together
Dare to Push Boundaries
Pay Range
$74,859.00 - $100,227.00
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.
Equal Employment Opportunities
KUS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, ancestry, national origin, sex, including pregnancy and childbirth and related medical conditions, gender, gender identity, gender expression, age, legally protected physical disability or mental disability, legally protected medical condition, marital status, sexual orientation, family care or medical leave status, protected veteran or military status, genetic information or any other characteristic protected by applicable law. KUS complies with applicable law governing non-discrimination in employment in every location in which KUS has offices. The KUS EEO policy applies to all areas of employment, including recruitment, hiring, training, promotion, compensation, benefits, discipline, termination and all other privileges, terms and conditions of employment.
Disclaimer: The above information on this job description has been designed to indicate the general nature and level of work performed by employees within this classification and for this position. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
At Kia, we’re creating award-winning products and redefining what value means in the automotive industry. It takes a special group of individuals to do what we do, and we do it together. Our culture is fast-paced, collaborative, and innovative. Our people thrive on thinking differently and challenging the status quo. We are creating something special here, a culture of learning and opportunity, where you can help Kia achieve big things and most importantly, feel passionate and connected to your work every day.
Kia provides team members with competitive benefits including premium paid medical, dental and vision coverage for you and your dependents, 401(k) plan matching of 100% up to 6% of the salary deferral, and paid time off. Kia also offers company lease and purchase programs, company-wide holiday shutdown, paid volunteer hours, and premium lifestyle amenities at our corporate campus in Irvine, California.
Status
Exempt
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.
Major Responsibilities
1st Priority - 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 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.
2nd Priority - 20%
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.
3rd Priority - 20%
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.
4th Priority - 5%
Supervisor 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.
5th Priority - 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 as assigned in a timely and complete fashion.
Education/Certification
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 Suite – Outlook, Excel, PowerPoint
Minimum 50+ wpm typing skills
Competencies
Care for People
Empower People to Act
Chase Excellence, Every Day
Move Further, Together
Dare to Push Boundaries
Pay Range
$74,859.00 - $100,227.00
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.
Equal Employment Opportunities
KUS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, ancestry, national origin, sex, including pregnancy and childbirth and related medical conditions, gender, gender identity, gender expression, age, legally protected physical disability or mental disability, legally protected medical condition, marital status, sexual orientation, family care or medical leave status, protected veteran or military status, genetic information or any other characteristic protected by applicable law. KUS complies with applicable law governing non-discrimination in employment in every location in which KUS has offices. The KUS EEO policy applies to all areas of employment, including recruitment, hiring, training, promotion, compensation, benefits, discipline, termination and all other privileges, terms and conditions of employment.
Disclaimer: The above information on this job description has been designed to indicate the general nature and level of work performed by employees within this classification and for this position. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
Kia provides team members with competitive benefits including premium paid medical, dental and vision coverage for you and your dependents, 401(k) plan matching of 100% up to 6% of the salary deferral, and paid time off. Kia also offers company lease and purchase programs, company-wide holiday shutdown, paid volunteer hours, and premium lifestyle amenities at our corporate campus in Irvine, California.
Status
Exempt
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.
Major Responsibilities
1st Priority - 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 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.
2nd Priority - 20%
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.
3rd Priority - 20%
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.
4th Priority - 5%
Supervisor 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.
5th Priority - 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 as assigned in a timely and complete fashion.
Education/Certification
- Bachelor’s degree or equivalent work experience required
- 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
- 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
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 Suite – Outlook, Excel, PowerPoint
Minimum 50+ wpm typing skills
Competencies
Care for People
Empower People to Act
Chase Excellence, Every Day
Move Further, Together
Dare to Push Boundaries
Pay Range
$74,859.00 - $100,227.00
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.
Equal Employment Opportunities
KUS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, ancestry, national origin, sex, including pregnancy and childbirth and related medical conditions, gender, gender identity, gender expression, age, legally protected physical disability or mental disability, legally protected medical condition, marital status, sexual orientation, family care or medical leave status, protected veteran or military status, genetic information or any other characteristic protected by applicable law. KUS complies with applicable law governing non-discrimination in employment in every location in which KUS has offices. The KUS EEO policy applies to all areas of employment, including recruitment, hiring, training, promotion, compensation, benefits, discipline, termination and all other privileges, terms and conditions of employment.
Disclaimer: The above information on this job description has been designed to indicate the general nature and level of work performed by employees within this classification and for this position. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.