Customer Experience Liaison
Worldwide, the Volkswagen Group has a long tradition of dramatic innovations. The Volkswagen Group with its headquarters in Wolfsburg, Germany is one of the world’s leading automobile manufacturers and the largest carmaker in Europe. The Group comprises twelve brands from seven European countries: Volkswagen Passenger Cars, Audi, SEAT, ŠKODA, Bentley, Bugatti, Lamborghini, Porsche, Ducati, Volkswagen Commercial Vehicles, Scania and MAN.
Brief Role Description
This position is a career level 17P, is located in Auburn Hills, MI with a role classification of Hybrid.
The Audi Customer Experience Center Product Liaison is a role that has a strong commitment to providing superior handling of customers with specific vehicle/Dealer situations that may require the engagement of Region/Field personnel, Product Liaison, Corporate resources and/or Dealers. As an Audi Customer Experience Center Product Liaison, you will coordinate customer vehicle appointments and inspections with partners in our organization: Product Liaison, PAG, Technical Service, Area field teams and our Dealers. The Audi Customer Experience Center Product Liaison practices a consistent process and application of Audi’s Warranty and Goodwill criteria and acts as a liaison to Product Quality & Technical Service (PQTS) and Audi field teams in their awareness of trends involving customer inquiries. Every contact must be viewed as an opportunity to positively impact a customer’s Brand experience. The Audi Customer Experience Center Product Liaison will administer all processes and learning related to escalated customer contact case resolution while minimizing Audi’s financial exposure.
The successful candidate will have a positive attitude, excellent interpersonal skills and possess a successful record of accomplishment as a strong contributor to customer service. This individual will be an Expert in delivering a seamless, consistent level of exceptional customer service and place loyalty as its highest priority.
Possible Tasks within this Role
Main responsibility – 85%
- Coordinate with Product Liaison, PQTS, Region field teams/dealers for proper vehicle inspection and repair which may require tow assistance, coordination of transportation and goodwill.
- Assist with safety-related allegations (vehicle fire, rollover, injury, fatality, property damage, inappropriate airbag deploy/non-deploy, and other sensitive, safety related cases (child seat installation).
- Handle in a timely and efficient manner concerns of escalated customer, dealer contacts from Audi Customer Experience Center (CXC) (all inbound channels).
Additional responsibilities – 15%
- Maintain in-depth knowledge of current Audi Technical Bulletins, Service Actions, Campaign/Recalls through the use of Service Net and Elsa Web.
- Attend Campaign Meeting updates with VWGoA Compliance.
- Coordinate data collection associated with Legal Hold Notices ensuring necessary legal compliance.
- Assist with and respond to escalated executive contacts and/or any special projects
Qualification requirements
Education
Required
Bachelor's degree in Business or related field of study or equivalent job related experience
Desired
Pursuing or accomplished Master’s degree in Business or related field of study
Skills
- Proficiency in Microsoft Office Software to prepare reports required
- Strong Presentation / Communication skills
- 3-5 years of experience in customer service center required
- Risk mitigation
- Project Management Training
- Critical Thinking
- Collaboration
- Problem Solving
- Highly organized and shown experience in meeting KPIs
Specialized Skills
Required
- Interest in Audi Products
- Aptitude for acquiring technical knowledge
- General Analytic Skills
Desired
- Knowledge of Audi Corporate Landscape
- Knowledge of Audi Dealer Network and customer handling
Work Flexibility
- Ability to travel as required (unlikely)
- Able to maintain flexible schedule (including Saturdays if necessary) and hours
Volkswagen Group of America is an Equal Opportunity Employer. We welcome and encourage applicants from all backgrounds, and do not discriminate based on race, sex, age, disability, sexual orientation, national origin, religion, color, gender identity/expression, marital status, veteran status, or any other characteristics protected by applicable laws.
This role description is a guideline and does not create contractual rights between the Company and any of its applicants. The Company does not enter into any type of employment contract, implied or written, with its applicants regarding job security.
This Organization participates in E-Verify. We maintain a drug free workplace and perform pre-employment substance abuse testing.
Customer Experience Liaison
Worldwide, the Volkswagen Group has a long tradition of dramatic innovations. The Volkswagen Group with its headquarters in Wolfsburg, Germany is one of the world’s leading automobile manufacturers and the largest carmaker in Europe. The Group comprises twelve brands from seven European countries: Volkswagen Passenger Cars, Audi, SEAT, ŠKODA, Bentley, Bugatti, Lamborghini, Porsche, Ducati, Volkswagen Commercial Vehicles, Scania and MAN.
Brief Role Description
This position is a career level 17P, is located in Auburn Hills, MI with a role classification of Hybrid.
The Audi Customer Experience Center Product Liaison is a role that has a strong commitment to providing superior handling of customers with specific vehicle/Dealer situations that may require the engagement of Region/Field personnel, Product Liaison, Corporate resources and/or Dealers. As an Audi Customer Experience Center Product Liaison, you will coordinate customer vehicle appointments and inspections with partners in our organization: Product Liaison, PAG, Technical Service, Area field teams and our Dealers. The Audi Customer Experience Center Product Liaison practices a consistent process and application of Audi’s Warranty and Goodwill criteria and acts as a liaison to Product Quality & Technical Service (PQTS) and Audi field teams in their awareness of trends involving customer inquiries. Every contact must be viewed as an opportunity to positively impact a customer’s Brand experience. The Audi Customer Experience Center Product Liaison will administer all processes and learning related to escalated customer contact case resolution while minimizing Audi’s financial exposure.
The successful candidate will have a positive attitude, excellent interpersonal skills and possess a successful record of accomplishment as a strong contributor to customer service. This individual will be an Expert in delivering a seamless, consistent level of exceptional customer service and place loyalty as its highest priority.
Possible Tasks within this Role
Main responsibility – 85%
- Coordinate with Product Liaison, PQTS, Region field teams/dealers for proper vehicle inspection and repair which may require tow assistance, coordination of transportation and goodwill.
- Assist with safety-related allegations (vehicle fire, rollover, injury, fatality, property damage, inappropriate airbag deploy/non-deploy, and other sensitive, safety related cases (child seat installation).
- Handle in a timely and efficient manner concerns of escalated customer, dealer contacts from Audi Customer Experience Center (CXC) (all inbound channels).
Additional responsibilities – 15%
- Maintain in-depth knowledge of current Audi Technical Bulletins, Service Actions, Campaign/Recalls through the use of Service Net and Elsa Web.
- Attend Campaign Meeting updates with VWGoA Compliance.
- Coordinate data collection associated with Legal Hold Notices ensuring necessary legal compliance.
- Assist with and respond to escalated executive contacts and/or any special projects
Qualification requirements
Education
Required
Bachelor's degree in Business or related field of study or equivalent job related experience
Desired
Pursuing or accomplished Master’s degree in Business or related field of study
Skills
- Proficiency in Microsoft Office Software to prepare reports required
- Strong Presentation / Communication skills
- 3-5 years of experience in customer service center required
- Risk mitigation
- Project Management Training
- Critical Thinking
- Collaboration
- Problem Solving
- Highly organized and shown experience in meeting KPIs
Specialized Skills
Required
- Interest in Audi Products
- Aptitude for acquiring technical knowledge
- General Analytic Skills
Desired
- Knowledge of Audi Corporate Landscape
- Knowledge of Audi Dealer Network and customer handling
Work Flexibility
- Ability to travel as required (unlikely)
- Able to maintain flexible schedule (including Saturdays if necessary) and hours
Volkswagen Group of America is an Equal Opportunity Employer. We welcome and encourage applicants from all backgrounds, and do not discriminate based on race, sex, age, disability, sexual orientation, national origin, religion, color, gender identity/expression, marital status, veteran status, or any other characteristics protected by applicable laws.
This role description is a guideline and does not create contractual rights between the Company and any of its applicants. The Company does not enter into any type of employment contract, implied or written, with its applicants regarding job security.
This Organization participates in E-Verify. We maintain a drug free workplace and perform pre-employment substance abuse testing.
Auburn Hills, MI, US, 48326
Customer Experience Liaison
Worldwide, the Volkswagen Group has a long tradition of dramatic innovations. The Volkswagen Group with its headquarters in Wolfsburg, Germany is one of the world’s leading automobile manufacturers and the largest carmaker in Europe. The Group comprises twelve brands from seven European countries: Volkswagen Passenger Cars, Audi, SEAT, ŠKODA, Bentley, Bugatti, Lamborghini, Porsche, Ducati, Volkswagen Commercial Vehicles, Scania and MAN.
Brief Role Description
This position is a career level 17P, is located in Auburn Hills, MI with a role classification of Hybrid.
The Audi Customer Experience Center Product Liaison is a role that has a strong commitment to providing superior handling of customers with specific vehicle/Dealer situations that may require the engagement of Region/Field personnel, Product Liaison, Corporate resources and/or Dealers. As an Audi Customer Experience Center Product Liaison, you will coordinate customer vehicle appointments and inspections with partners in our organization: Product Liaison, PAG, Technical Service, Area field teams and our Dealers. The Audi Customer Experience Center Product Liaison practices a consistent process and application of Audi’s Warranty and Goodwill criteria and acts as a liaison to Product Quality & Technical Service (PQTS) and Audi field teams in their awareness of trends involving customer inquiries. Every contact must be viewed as an opportunity to positively impact a customer’s Brand experience. The Audi Customer Experience Center Product Liaison will administer all processes and learning related to escalated customer contact case resolution while minimizing Audi’s financial exposure.
The successful candidate will have a positive attitude, excellent interpersonal skills and possess a successful record of accomplishment as a strong contributor to customer service. This individual will be an Expert in delivering a seamless, consistent level of exceptional customer service and place loyalty as its highest priority.
Possible Tasks within this Role
Main responsibility – 85%
- Coordinate with Product Liaison, PQTS, Region field teams/dealers for proper vehicle inspection and repair which may require tow assistance, coordination of transportation and goodwill.
- Assist with safety-related allegations (vehicle fire, rollover, injury, fatality, property damage, inappropriate airbag deploy/non-deploy, and other sensitive, safety related cases (child seat installation).
- Handle in a timely and efficient manner concerns of escalated customer, dealer contacts from Audi Customer Experience Center (CXC) (all inbound channels).
Additional responsibilities – 15%
- Maintain in-depth knowledge of current Audi Technical Bulletins, Service Actions, Campaign/Recalls through the use of Service Net and Elsa Web.
- Attend Campaign Meeting updates with VWGoA Compliance.
- Coordinate data collection associated with Legal Hold Notices ensuring necessary legal compliance.
- Assist with and respond to escalated executive contacts and/or any special projects
Qualification requirements
Education
Required
Bachelor's degree in Business or related field of study or equivalent job related experience
Desired
Pursuing or accomplished Master’s degree in Business or related field of study
Skills
- Proficiency in Microsoft Office Software to prepare reports required
- Strong Presentation / Communication skills
- 3-5 years of experience in customer service center required
- Risk mitigation
- Project Management Training
- Critical Thinking
- Collaboration
- Problem Solving
- Highly organized and shown experience in meeting KPIs
Specialized Skills
Required
- Interest in Audi Products
- Aptitude for acquiring technical knowledge
- General Analytic Skills
Desired
- Knowledge of Audi Corporate Landscape
- Knowledge of Audi Dealer Network and customer handling
Work Flexibility
- Ability to travel as required (unlikely)
- Able to maintain flexible schedule (including Saturdays if necessary) and hours
Volkswagen Group of America is an Equal Opportunity Employer. We welcome and encourage applicants from all backgrounds, and do not discriminate based on race, sex, age, disability, sexual orientation, national origin, religion, color, gender identity/expression, marital status, veteran status, or any other characteristics protected by applicable laws.
This role description is a guideline and does not create contractual rights between the Company and any of its applicants. The Company does not enter into any type of employment contract, implied or written, with its applicants regarding job security.
This Organization participates in E-Verify. We maintain a drug free workplace and perform pre-employment substance abuse testing.
Auburn Hills, MI, US, 48326
Nearest Major Market: Detroit