*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.
- 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.