Customer Support Supervisor

14 hours ago

Irvine, United States Kia America, Inc. Full time $79,596 - $106,543

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 Customer Support Supervisor is responsible for the supervision of the Customer Support Representative (CSR) team members as they work to resolve escalated cases in a timely manner. This work includes the investigation and resolution of allegations of Kia vehicle product liability, including insurance subrogation claims, in support of customer satisfaction and established policies and procedures, as well as administering his/her own casework. The position works with customers, dealers, field staff, North American Safety Office or Product Quality engineers, third party investigators, and others in investigating and resolving customer and vehicle performance and safety-related issues. This may include the administration of attorney demands, reimbursement requests, settlements of disputes and other vehicle-related transactions.

The Customer Support Supervisor is also responsible for (1) the development of necessary training, including “best practice” documents, to streamline the successful onboarding of new CSR team members and (2) 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 and reporting of product quality and safety issues and minimization of fiscal cost to KUS for non-compliance of any state or federal statutes.

Major Responsibilities Priority: 1st - 35%

Supervise CSRs 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, (4) providing one-on-one mentorship as necessary, and (5) taking supervisor escalation calls for resolution & identification of needed action within the team to avoid recurrence.

Priority: 2nd - 30%

Timely administration and documentation of all product liability allegation customer cases that require investigation in accordance with established policy & procedure, including thorough case & vehicle history review & case documentation, and customer communication to understand their needs and find solutions as a customer advocate.

Priority: 3rd - 20%

Consult with and coordinate activities among Kia resources (North American Safety Office, Third Party Investigation Companies, Product Quality, District Parts and Service Managers, Legal Department) to investigate and follow-up in accordance with established policy & procedure.

Priority: 4th - 10%

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.

Priority: 5th - 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
Overall Experience
  • Minimum 5 years experience within a customer support environment
  • Minimum 3-5 years analytical and administrative support experience in automotive industry
  • Experience working in a fast-paced dynamic work environment
  • Supervisor experience is a plus
Directly Related Experience
  • Knowledge and understanding of automotive product liability allegations and subrogation demands is a plus
  • Minimum of 2 years experience in customer vehicle claim handling
Skills
  • Demonstrated customer contact skills with ability to address & resolve difficult situations
  • Excellent oral and written communication skills, with ability to present to a wide variety of audiences
  • Minimum 50+ wpm typing skills
  • Proficient with Microsoft Office products (Word, Excel, PowerPoint, Outlook)
  • Well-organized with analytical and problem solving skills
  • Well-organized, with ability to multi-task & complete projects as assigned
Competencies
  • Care for People
  • Chase Excellence, Every Day
  • Dare to Push Boundaries
  • Empower People to Act
  • Move Further, Together

Pay Range

$79,596.00 - $106,543.20

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