Associate, Loyalty

1 day ago

Toronto, Ontario, Canada Hyundai Capital America Full time

About the Role

The Associate, Loyalty & Retention Centre will be responsible for delivering exceptional customer service by making outbound phone calls to existing lease and retail customers, handling emails, and addressing escalation cases for Hyundai, Kia, and Genesis brands. This role requires meeting assigned Service Level Agreements (SLAs) and supporting the Manager, Loyalty & Retention with various tasks.

Key Responsibilities

  • Conduct daily outbound calls to lease customers to provide accurate lease-end loyalty incentive information, discuss lease-end options, gather customer intent, and generate leads to support dealer/OEM sales and HCCA retention.
  • Make outbound calls to lease or retail customers eligible for special sales campaigns and provide accurate program information to support dealer/OEM sales and HCCA retention.
  • Update the servicing system with detailed notes and customer intent after each call.
  • Ensure all Key Performance Indicators (KPIs) are achieved on a daily/monthly basis, including daily outbound call targets, QA score, average handling time for calls, etc.
  • Identify customers' questions, concerns, and complaints in a compassionate and prompt manner and provide effective solutions.
  • Maintain a high level of professionalism and establish a positive rapport with every customer by providing exceptional customer service.
  • Impact the company's bottom line by problem-solving and turning frustrated customers into brand ambassadors.
  • Manage time effectively to ensure prompt customer/dealer callbacks and follow-ups.
  • Successfully complete monthly and quarterly training courses to support job function.
  • Handle customer/dealer emails received in a shared inbox.

Requirements

  • Previous experience in a customer-facing role or call center environment is preferred.
  • Automotive finance experience is a plus.
  • Experience in a corporate work environment is preferred.
  • Capacity to work flexible hours, including day, evening, and weekend shifts.
  • Ability to work independently and proactively problem solve.

Education & Certification

  • College Diploma or University degree is preferred.

Knowledge, Skills, & Abilities

  • Demonstrated ability to build positive, productive relationships with a variety of internal and external stakeholders.
  • Ability to gain cooperation and commitment from others.
  • Self-starter who is team-oriented and results-driven.
  • French Language is an asset.

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