Vehicle Parts/Labor Claims Customer Advocate

2 months ago

Plano, Texas, United States Toyota North America Full time

Excited to grow your career at Toyota?

We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open position you see is right for you, we encourage you to apply

Our people make all the difference in our success.

An important part of the Toyota family is Toyota Financial Services (TFS), the finance and insurance brand for Toyota and Lexus in North America. While TFS is a separate business entity, it is an essential part of this world-changing company - delivering on Toyota's vision to move people beyond what's possible. At TFS, you will help create best-in-class customer experiences in an innovative, collaborative environment.

To save time applying, Toyota does not offer sponsorship of job applicants for employment-based visas or any other work authorization for this position at this time.

Who we're looking for

Toyota's Experience Center - Central's Voluntary Protection Products (VPP) Team is looking for a passionate and highly motivated VPP Advocate.

The Voluntary Protection Products (VPP) team is responsible for the contractual administration of all insurance products including Vehicle Services Agreements, Certified Warranties, Guaranteed Auto Protection, Prepaid Maintenance, and Excess Wear and Use. The team provides live support via inbound interactions across the TFS, LFS, and Private Label portfolios, and actively guides dealers, customers, field staff, inspectors, and alternate repair facilities regarding how to best proceed to ensure the agreement is properly exercised or managed.

Advocates on the VPP team are responsible for handling Dealer, Customer, GAP (Guaranteed Auto Protection), Loyalty, Excess Wear and Use (EWU) claims, Prepaid Maintenance (PPM), and STRATUS dealer support phone interactions. Responsible for the contractual administration of all mechanical claims and interfaces with dealers, customers, and lien holders.

Center Operating Hours

You must be available to work a shift between the hours of 7 am - 7 pm Central Time from Mondays to Fridays and 7 am - 3 pm Central Time on Saturdays. Our team members work every 4th Saturday of the month.

Training

Training for this position will be from 8 am - 4:30 pm Central time for 8 weeks.

The first 5 weeks will be virtual and the second 3 weeks will be in-office training.

Pay/Benefits

Competitive base salary as well as benefits effective day 1.

Hybrid (Home/Onsite) work schedule following training based on meeting and maintaining performance expectations.

What you'll be doing

Provide customer-focused service by promptly and accurately processing all calls from customers, dealers, field staff, and alternate repair facilities.Handle all customer and dealer interactions efficiently by eliminating non-value-added activities on and off the phone; accurately documenting all interactions to ensure the integrity of monthly reporting.Consistently incorporate compliance policies and procedures with all VPP Loyalty customer interactions.Share knowledge and best practices with peers and leadership through verbal and written communication as well as in forums such as team meetings, call calibrations, and team chat.Gather mechanical information to ensure that recommended repairs are justified.Authorize claims in a fiscally responsible manner based on the mechanical diagnosis, referencing industry standard manuals/software for part pricing/labor times, and balancing customer/dealer expectations with TMIS' contractual responsibility.Partner with customers to answer questions and provide education on all Voluntary Protection Products.
What you bring

HS Diploma or GED.College degree or equivalent work experience preferred.Mechanical experience preferred.Focuses one's actions and decisions on timely and accurate responses to customers.Provides timely and accurate service to customers, dealers, and lien holders.Adapts to and works effectively within a variety of situations, both inside and outside of the organization, and with different individuals and teams.Agility to move between tasks in a fast-paced environment.Strong verbal, written, and analytical skills.Create a positive customer experience (internal and external).Working knowledge of Microsoft Office applications (Word, Excel, Outlook).Ability to work between the hours of 7:00 AM - 7:00 PM from Mondays to Fridays including a rotating Saturday schedule, subject to change based on business needs.
What we'll bring

During your interview process, our team can fill you in on all the details of our industry-leading benefits and career development opportunities. A few highlights include:

A work environment built on teamwork, flexibility, and respect.Professional growth and development programs to help advance your career, as well as tuition reimbursement.Vehicle purchase & lease programs.Comprehensive health care and wellness plans for your entire family.Flextime and virtual work options (if applicable).Toyota 401(k) Savings Plan featuring a company match, as well as an annual retirement contribution from Toyota regardless of whether you contribute.Paid holidays and paid time off.Referral services related to prenatal services, adoption, childcare, schools, and more.Tax-Advantaged Accounts (Health Savings Account, Health Care FSA, Dependent Care FSA).
Job Posting End Date :
at 12AM US/Central

Management Level :
12

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