Senior Representative, Warranty Experience and Customer Satisfaction

Were looking for passionate individuals to join our Total Customer Satisfaction (TCS) team as Customer Care Representatives.

In this role youll travel to Nissan and INFINITI dealerships across Southern California to improve customer experiences and enhance dealership processes. Youll work closely with dealership personnel and regional teams to ensure customers receive timely efficient and exceptional service throughout the warranty repair process.

A Day in the Life:

• Serve as a customer experience advocate at assigned dealerships focusing on improving the warranty repair journey.
• Monitor and address key performance areas:
  • Days Out of Service
  • Parts Ordering & Vehicle Off Road
  • Warranty Repair Attempts & Documentation
  • Customer Handling & Communication
• Partner with dealership staff and Nissan field personnel (RAM AGM FOM DTSM FQM) to coach and implement process improvements.
• Engage directly with customers when necessary to resolve concerns and ensure satisfaction.
• Assist in post-mortem reviews of escalated cases to identify root causes and prevent recurrence.
• Collect and report data to support KPI tracking and continuous improvement initiatives.
• Ensure dealership compliance with their warranty obligations as it relates to their Dealer Sales & Service Agreement (DSSA).
• Promote customer care best practices and contribute to training efforts for dealership teams.

• Customer Focus: Strong interpersonal and communication skills with a passion for delivering exceptional experiences.
• Problem-Solving: Ability to analyze issues recommend solutions and influence process improvements.
• Experience: 8 years in automotive service warranty or customer-facing roles preferred.
• Education: Bachelors degree preferred
• Location & Travel: Based in Southern California with up to 100% travel to dealerships.

Desired:

Technical Skills: Proficiency in Microsoft Office; familiarity with dealership systems a plus.

Nissan is committed to a drug-free workplace. All employment is contingent upon the successful completion of drug and background screenings in accordance with Nissan policies and in compliance with federal state and local laws including the California Fair Chance Act and the Los Angeles County Fair Chance Ordinance. Nissan will consider qualified candidates with arrest or conviction records for employment in a manner consistent with these laws.

It is Nissans policy to provide Equal Employment Opportunity (EEO) to all persons regardless of race gender military status disability or any other status protected by law. Candidates for this position must be legally authorized to work in the United States and will be required to provide proof of employment eligibility at the time of hire; Nissan uses E-Verify to validate employment eligibility.

NISSAN FOR EVERYONE

People are our most valuable assets and diversity and inclusion are the key to maximizing the power of each individual member of our team. When everyone belongs the power of NISSAN is undeniable. Our Corporate Diversity Initiative aims to improve business results by ensuring that our workplace and core businesses meet the unique needs of our employees and customer base.

Nissan is committed to creating a culture where everyone belongs and employees customers and partners feel respected valued and heard. We have over 10 Business Synergy Teams (BSTs) across the U.S. and Canada that connect employees with shared characteristics or interests build allies and foster a company culture where all employees feel supported and included.

Nissan also values inclusion in all areas of our business as we strive to mirror the diversity of our customer base and the communities where we do business. We are committed to procuring innovative goods and services retailing our products and communicating from a diverse perspective which will help us continue to offer our customers competitively designed market-driven products.

Join us as we carry our commitment to diversity and inclusion into the future.

Salary Range:

Salary Range Estimate: Annual Salary: (Minimum to Maximum of Salary Range noted here). This compensation range represents the minimum and maximum base salary rates at Nissan for jobs assigned to this particular grade level. Please note that it is uncommon for an employee to be placed at either end of the range. Rather an employees actual base salary generally may fall somewhere in between and reflect the employees unique skills work experience education work location and market norms. Additionally pay may be based on comparisons to the base salary rates of other employees with similar backgrounds working in comparable roles.