- Manage the Ford/Lincoln Protect (FLP) roadside assistance program.
- Manage the FLP Dealer Reserve Program.
- 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.
- 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.
- 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.
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Extended Service Business Administrative Specialist - Naucalpan de Juárez, México - Ford Motor Company
Descripción
What you'll be able to do: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.
