Warranty Cancellation Resolution Specialist-Shared Services

Sonic Automotive is a fortune 500 company and is one of the largest automotive retailers in the United States. Sonic Automotive operates in 15 states, is comprised of over 100 dealerships, and represents 29 different brands of automobiles. These dealerships provide numerous services, including sales of new and used cars; sales of replacement parts; vehicle maintenance, warranty, paint, and collision repair services; and arrangement of extended warranty contracts, financing, and insurance for the company's customers.

Job Description

Job Summary:

The Warranty Cancellation Resolution Specialist is responsible for accurately processing the cancellation of warranty products as assigned by the team lead or supervisor. This role plays a key part in ensuring timely, compliant, and customer-focused resolution of cancellation requests, adhering to established service level agreements. In addition, participation in ongoing training for job include and not limited to customer service, manufacturer products, and knowledge base updates. Monthly check in with lead and supervisor to identify any issues or concerns.

Essential Functions:

• Review all warranty cancellation documents to ensure a complete and accurate packet is received for timely processing.
• Utilize CDK and other internal systems to research and resolve missing or incomplete details.

• Collaborate closely with stores and customers to address and resolve concerns within a 24-hour SLA.
• Maintain and resolve all parked items within the established SLA to ensure timely processing and customer satisfaction.
• Demonstrate strong customer service skills when handling inquiries, always providing professional and empathetic communication.
• Participate in ongoing in-office training, including handling live calls for level 2 inquiries.
• After completing two months of in-office training, candidates will be eligible to discuss transitioning to a hybrid work schedule.
• Meet or exceed the daily minimum number of processed cancellations while also working to resolve any outstanding or unresolved issues.
• Maintain a productivity error rate under 2%.
• Avoid contributing any items to the Write Off log through accurate, compliant work.

Qualifications

Minimum

Qualifications

• Strong customer-centric work habits, with a commitment to exceeding customer expectations
• Demonstrated customer service ethics and principles
• Reliable and consistent attendance
• Quick learner with strong problem-solving skills, especially in handling unique or unusual situations
• Effective time management and organizational skills
• Excellent verbal and written communication abilities
• Comfortable working in a collaborative Shared Services environment
• Extremely detail-oriented with a focus on accuracy and quality
• Highly tech-savvy; able to navigate multiple systems and tools with ease

Desired Experience:

• Proven ability to multitask and perform effectively in a fast-paced environment
• Strong analytical skills and attention to detail
• Excellent interpersonal and communication skills
• Patience and composure when working with customers and internal teams
• Ability to resolve issues in a way that balances both customer satisfaction and company policy
• Preference given to candidates with a foundational understanding of accounting principles related to F&I (Finance & Insurance) cancellations

Additional Information

It's time to make the most important move of your career . From our cooperative, team-based approach, to our more than 1,000 internal advancements each year, it's easy to see the difference. When you join our organization, you'll enjoy comprehensive training, competitive compensation, and unparalleled benefits. Simply put, you'll experience the best that a career in the automotive industry has to offer.