Admin, Customer Mediation Mazda North American Operations 19 reviews - Irvine, CA OVERVIEW The Administrator, Customer Mediation resides within the Marketing Division. This departments primary purpose is to implement preventative measures to avert potential vehicle repurchases through proactive customer satisfaction initiatives. This team works proactively to remediate customer concerns, while providing personalized interaction that retains customer confidence in the brand, and supporting Mazdas owner retention and customer experience. This team is responsible for investigating customers reported concerns and negotiating resolution of their issues in a timely and effective manner, while minimizing customer effort. The Administrator position is responsible for processing and performing initial investigations related to customer and attorney demands and insurance company subrogation claims. The administrator reviews and remains familiar with state and federal consumer protection laws and related changes to ensure their actions are in compliance in all cases. The Administrator prepares repair order analysis, and works with dealers, customers and attorneys to ensure all necessary and relevant information is known. This position coordinates final repairs and inspections of potential lemon law vehicles, and prepares discovery/ documentation for arbitration hearings in which they participate. This position monitors cases and raises emerging issues to the Manager. RESPONSIBILITIES Buyback Demands and Claims Process incoming demands and correspondence within 1 business day. Gather vehicle history and all other necessary information to ensure a complete understanding of the vehicles history in support of resolving attorney and customer claims. Ensure actions comply with state and federal protection and suggest appropriate resolution. Assign cases to Mediation team members and perform all input into customer management system (Siebel). Report weekly and monthly demand trends and develop/communicate monthly summary of mediation activity. Review and investigate insurance company claims and determine appropriate course of action. Vehicle Buybacks Coordinate final repairs and inspections of potential lemon law vehicles to reduce MNAOs financial exposure. Work with vendor(s) to ensure timely and appropriate movement of vehicles, ensure necessary paperwork, and monitor/report location of buyback vehicles. Work with accounting to reconcile vehicle buyback inventory. Prepare and submit recovery billing of repurchased and traded vehicles to parent company as applicable. Case Support Prepare paperwork and case detail for arbitration and small claims court hearings, in support of legal department and Mediation team as needed. Prepare applicable discovery information and provide to the legal department as needed, with the potential of providing testimony in court proceedings. Process extended warranty contracts and related activities as needed. Third Party Activities Investigate all third-party complaints from government agencies and consumer advocacy groups. Respond timely to complaints with support, direction and ongoing communication with manager. Other duties as needed Prepare weekly check requests related to both Mediation and CEC payments to customers, attorneys and dealers. Provide Mediation data input into related to new cases, outcomes, VTAs and Buybacks in Siebel system accurately and timely. Document vehicle trade completion records in system. Track and report actual costs versus budget and review account details to ensure appropriate postings; facilitate related financial re-classes. Manage all workflow-related tasks in support of the mediation team. Facilitate meetings with legal team as needed in support of case decisions. Support successful implementation of special projects. QUALIFICATIONS Education Bachelors degree preferred; High school diploma or general education degree (GED) required, with 3+ years of related experience Experience 3+ years of related experience in any combination of the areas below: 3+ years analyzing customer issues involving several variables 3+ years providing timely and accurate information to incoming customer calls and product requests 2+ years call center experience 3+ years of customer service in retail, automotive or other face-to-face industries 3+ years of strong customer orientation 1+ years of mediation or legal capacity Knowledge/Skills/Abilities General automotive related experience and/or customer relations experience, knowledge of automotive technology, dealership operations, customer relations and consumer protection laws highly desirable. Excellent customer satisfaction and call handling skills required. Strong written and verbal communication skills. Good organization skills and the ability to prioritize and multi-task. Good decision-making and problem resolution skills required. Proficient typing and strong computer skills, including Word, Excel, PowerPoint, and Outlook. Siebel experience desired. Ability to work independently and in a team environment. 2 hours ago - save job - apply on company site Apply On Company Site * Admin jobs in Irvine, CA * Jobs at Mazda North American Operations in Irvine, CA * Admin salaries in Irvine, CA Mazda North American Operations 19 reviews Mazda North American Operations (MNAO), which includes Mazda Motor of America, Inc., is Mazda Motor Corporation's North American arm, and... Let employers find you Thousands of employers search for candidates on Indeed Upload Your Resume