Customer Connections Coordinator at Mitsubishi Motors North America, Inc.

About the Job:

We are looking for a Customer Connections Coordinator to be the frontline voice of our brand. In this role, you’ll engage directly with customers via phone and chat, delivering empathetic, knowledgeable support to resolve inquiries quickly and effectively. You’ll help customers navigate everything from vehicle features and warranties to Mitsubishi programs, ensuring every interaction reflects our commitment to excellence.

This is a dynamic opportunity for someone who thrives in an ever-evolving environment, enjoys problem-solving, and is passionate about creating positive customer experiences.

This role reports to the Manager, Customer Connections.

Role Summary:

As a Customer Connections Coordinator, you will play a key role in driving customer satisfaction and loyalty. You’ll work closely with internal specialists and field personnel to troubleshoot issues, guide customers through their ownership journey, and support continuous improvement efforts. Your ability to listen attentively, communicate clearly, and resolve concerns using critical thinking analysis will be essential to your success. This role also offers opportunities to contribute insights, support training initiatives, and grow into a subject matter expert within the Aftersales team.

Daily Shift: Monday–Friday with a staggered shift from 9am to 6pm.

As a Customer Connections Specialist, You Will:

• Field incoming customer calls and chats, resolving inquiries with a focus on First Contact Resolution.
• Provide expert guidance on vehicle features, maintenance, warranties, and Mitsubishi programs.
• De-escalate customer concerns with empathy and professionalism.
• Maintain accurate records of customer interactions and internal feedback.
• Collaborate with Customer Connections Specialists to troubleshoot and resolve complex issues.
• Encourage customer engagement with Mitsubishi dealerships and coordinate with field personnel as needed.
• Share insights on customer trends to support service delivery improvements.
• Partner with Specialists and Sr. Specialists to identify training and process enhancement opportunities.
• Consistently meet department goals and deadlines.
• Participate in internal training and contribute to team initiatives.
• Required in-office: Tuesday–Thursday for the first 90 days; hybrid schedule thereafter.

Measuring Your Momentum:

First 90 Days – Getting Up To Speed

• Navigate systems confidently to support customer interactions.
• Demonstrate curiosity and engagement in learning opportunities.
• Build confidence in a specific area of expertise.

Year 1 Victory Lap

• Communicate product and warranty information independently.
• Show initiative to become a subject matter expert.
• Take on emerging projects and contribute to team innovation.

Ready to Join The Team? You Should Have:

• Associate or bachelor’s degree, or a minimum of 2+ years of customer service experience in lieu of a degree.
• Strong written and verbal communication skills.
• Ability to remain calm and professional in high-pressure situations.
• Proficiency in navigating customer service systems and databases.
• with a desire to learn and grow.

Extra Horsepower (Profile Differentiators):

• Experience in automotive customer support or dealership operations.
• Familiarity with CRM systems and chat platforms.
• Bilingual (English/Spanish) proficiency is a plus.

Pay Transparency: 

The base salary for this position ranges between $19 to $21/hour. The base salary will be based on a number of factors including the role offered, the individual's job-related knowledge, skills, and qualifications. In addition to base salary, we are proud to offer a comprehensive and competitive benefits package for all eligible employees which also includes 401k with company match, Mitsubishi Lease Program, and a full range of medical, financial, and other perks and benefits.

Perks and Benefits:

• Family First: Enjoy comprehensive healthcare coverage, including medical, dental, and vision plans.
• Be a Proud Mitsubishi Ambassador: Take advantage of our Discounted Employee Lease Car program, covering insurance, maintenance, and registration fees, with no down payment or credit check required.
• Secure Your Future: Benefit from our 401(k) with Company match and annual contributions based on years of service.
• Fuel Your Growth: Access professional development opportunities, including training, tuition reimbursement, and employee resource groups.
• Take Time for Yourself: Enjoy up to 30 days of paid time off, including holidays, vacation, and other leave options.
• Hybrid Working Environment: Enjoy the best of remote and in-office work in our modern office located in the trendy area of Franklin, TN.
• Thrive in an Open Environment: Experience our collaborative workspace where ideas flow freely.