Ford Motor Company Jobs

The role of the Extended Service Business Administrative Specialist is to support the dealers who sell and customers who have purchased Ford and Lincoln Protect products.

• Manage the Ford/Lincoln Protect (FLP) roadside assistance program. Supervise the relationship, statement of work, invoicing and general issues between our roadside supplier and FLP.

• Manage the FLP Dealer Reserve Program. Be responsible for the usage and efficiency of the Dealer Reserve Website.

• Manage customer refund process.

• Manage the Ford/Lincoln Protect Hotline Responsible for call center service level metrics and issue resolution.

• Oversee the Contract Assistance team. The team processes cancellations, registrations, upgrades, transfers, rejected contracts.

• Develop and implement operational improvement for better effectiveness and efficiency.

• Manage Ford and Lincoln Protect Program Liaison team including incoming mail, registrations, cancel questions, contract changes, and special requests.

• Confirm fleet customer contracts are registered via a monthly file. Respond to fleet customer questions and special requests.

• Provide mentorship and support for Ford/Lincoln Protect customer legal matters and FLP executive escalations.

• Product owner/Manager for the Document Capture Workflow (DCW) data resource.

• Approve all customer cancellation refund checks.

• Approve dealer payments.

• Support the annual US/Canada product launch.

• Update the US Administration Manual for product launch.

• Participate in monthly customer and dealer hotline quality assurance calibration meetings.

• Maintain Call Center training/quality scores via disposition tracking.

• Lead all aspects of supplier relationships and pay invoices.

• Support Ford and Lincoln Protect Area Sales Managers on all facets of Ford/Lincoln Protect Administration.

The minimum requirements we seek:

• Bachelor's degree

• 5+ years of experience in service contract or warranty administration

• 5+ years of experience overseeing/managing customer service call center

Our preferred requirements:

• Ability to plan and execute multiple projects simultaneously and be comfortable dealing with changing priorities and timelines

• Self-directed and able to work independently as well as skilled in working collaboratively with others

• Excellent written and verbal communication skills and experience working directly with senior business leaders, dealers and customers to identify issues and solve problems

• Proficient in MS Office Software Suite (Outlook, Word, Excel, PowerPoint)

DISCLAIMER :

Ford Motor Company is an Equal Opportunity Employer, as we are committed with a diverse workforce, and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran and basis of disability.

Requisition ID : 26757