At Kia, we’re creating award-winning products and redefining what value means in the automotive industry. It takes a special group of individuals to do what we do, and we do it together. Our culture is fast-paced, collaborative, and innovative. Our people thrive on thinking differently and challenging the status quo. We are creating something special here, a culture of learning and opportunity, where you can help Kia achieve big things and most importantly, feel passionate and connected to your work every day.
Kia provides team members with competitive benefits including premium paid medical, dental and vision coverage for you and your dependents, 401(k) plan matching of 100% up to 6% of the salary deferral, and paid time off. Kia also offers company lease and purchase programs, company-wide holiday shutdown, paid volunteer hours, and premium lifestyle amenities at our corporate campus in Irvine, California.
Status
Exempt
The Escalated Case Administration Manager oversees the Escalated Case Administration team and ensures the timely, accurate handling of complex customer cases. Working closely with Escalated Case Representatives, the Escalated Case Coordinator, and field technical teams, the role facilitates case processing, goodwill decisions, and other customer resolutions while providing recommendations on service-related issues.
Key responsibilities include managing claims and requests such as goodwill assistance, Better Business Bureau directives, Attorney General inquiries, and reimbursement requests. The manager must maintain knowledge of state regulations affecting customer service operations and may represent the organization in arbitration or legal proceedings when needed.
Additionally, the role directs the tracking and disposition of reacquired vehicles and plays a critical role in improving customer and dealer satisfaction, strengthening owner retention, and supporting overall organizational success.
Priority One - 40%
Coordinate and facilitate the administration and documentation of all escalated customer cases.
Priority Two - 20%
Manage the response to BBB and/or state arbitration requests, final repair notices, Motor Vehicle Defect notices, Regional Management requests, etc.
Priority Three - 20%
Works in conjunction with Field Technical Manager to review records submitted by DPSMs/RPSMs to ensure quality and expedient assessments. Works with Management to improve processes to streamline repairs and information dissemination among field and corporate personnel.
Priority Four - 10%
Works with Field Technical Managers, RPSMs and DPSMs to review and assess Dealer compliance with Service Alert, Techline, and other state/federal mandated requirements, to improve the repair process.
Priority Five - 10%
Develops and integrates effective monitoring tools to track vehicle quality and performance issues.
Personally Performed Duties
Overall Related Experience:
Directly Related Experience:
Competencies
Pay Range
$89,936.24 - $121,409.23
Pay will be based on several variables that are unique to each candidate, including but not limited to, job-related skills, experience, relevant education or training, etc.
Equal Employment Opportunities
KUS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, ancestry, national origin, sex, including pregnancy and childbirth and related medical conditions, gender, gender identity, gender expression, age, legally protected physical disability or mental disability, legally protected medical condition, marital status, sexual orientation, family care or medical leave status, protected veteran or military status, genetic information or any other characteristic protected by applicable law. KUS complies with applicable law governing non-discrimination in employment in every location in which KUS has offices. The KUS EEO policy applies to all areas of employment, including recruitment, hiring, training, promotion, compensation, benefits, discipline, termination and all other privileges, terms and conditions of employment.
Disclaimer The above information on this job description has been designed to indicate the general nature and level of work performed by employees within this classification and for this position. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
Employment Type
Kia America is headquartered in Irvine, California and is a subsidiary of Kia Corporation. Kia’s technology-rich product lineup of cars, SUVs, and alternative-powered vehicles are backed by the industry-leading Kia 10-year/100,000-mile limited warranty program.
