*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.