Administrator - Customer First - LEXUS Western Area

Overview

Who we are

Collaborative. Respectful. A place to dream and do. These are just a few words that describe what life is like at Toyota. As one of the world's most admired brands, Toyota is growing and leading the future of mobility through innovative, high-quality solutions designed to enhance lives and delight those we serve. We're looking for talented team members who want to Dream. Do. Grow. with us.

To save time applying, Toyota does not offer sponsorship of job applicants for employment-based visas or any other work authorization for this position at this time.

Who we're looking for

The primary responsibility of this role is to communicate, administer, and document Lexus guest relations, brand retention, vehicle buyback policies, and procedures for both retail sales and service operations. The objective is to impart Lexus values on inquires and positively impact guest satisfaction, retention, and improve dealer operations.

• Analyze customer and attorney vehicle repurchase demands:
  
  
  • This includes compiling all necessary sales and service documentation for a thorough case evaluation and review for Lemon Law compliance Once a decision is made, it shall be communicated to the customer or attorney.
  • The Administrator will also assist in preparing vehicle funding packages across multiple finance sources.
• Interface with Lexus Brand Experience Center, TMS Legal, and other business partners to ensure Lemon Law compliance to mitigate risk.
• Manage the timely process of Area buyback vehicle inventory. This includes:
  
  
  • Coordination of return of repurchased vehicles
  • Ensuring timely repair
  • Schedule disposal at auction
  • Process tracking
• Develop and support Customer First process Area updates and metrics tracking
• Work with TMS Executive Office handling escalated inquiries
• Analyze generated case trends to identify improvements in case handling timeframes and specific Dealer retail practices and Service Repair Order documentation requirements.
• Process Attorney General and Better Business Bureau inquiry cases
• Collaborate with District Managers, District Service & Parts Managers, and Field Technical Specialists
• Process National Service History change requests

• College degree or equivalent professional work experience
• Strong communication, organizational, and time management skills

• Working knowledge of Guest Experience Center operations, Guest Experience Platform (Salesforce), Microsoft Word and Excel is preferred
• Understanding of California Lemon Law requirements preferred

• A work environment built on teamwork, flexibility and respect
• Professional growth and development programs to help advance your career, as well as tuition reimbursement
• Team Member Vehicle Purchase Discount
• Toyota Team Member Lease Vehicle Program (if applicable)
• Comprehensive health care and wellness plans for your entire family
• Flextime and virtual work options (if applicable)
• Toyota 401(k) Savings Plan featuring a company match, as well as an annual retirement contribution from Toyota regardless of whether you contribute
• Paid holidays and paid time off
• Referral services related to prenatal services, adoption, child care, schools and more
• Flexible spending accounts