Customer Service Specialist

Roadside Services SpecialistLive the Exceptional With Soul. This is the singular purpose of JLR. At the core of these experiences are the products themselves. The JLR brands have undergone a dramatic transformation over the past years. JLR is reimagining the future of modern luxury by design through our distinct British brands. Our purpose is to 'Live the Exceptional with Soul' by being the proud creators of modern luxury and being guided by a set of behaviors we call our Creators' Code: Customer Love; Unity; Integrity; Growth; Impact. At JLR, we are passionate about our people. They are at the heart of our business. We are committed to fostering a diverse, inclusive culture that is representative of our global customers and the society in which we live; a culture in which every one of our employees can bring their authentic self to work and reach their full potential.Reporting to the Service Parts Growth Manager, the Roadside Service Specialist is responsible for two high impact programs that support our clients in very different ways. The Roadside Assistance service provides critical help when clients need us most, delivering immediate support during unexpected breakdowns or urgent situations. The Mobile Services Program on the other hand focuses on convenience and flexibility, offering scheduled service at the client's preferred time and location to enhance their overall ownership experience.What you will be doing:Oversee daily operations of Roadside Assistance and Mobile Services, including invoice and tow-activity tracking, performance monitoring, and budget organization;Help develop simple incentives to ensure smooth, cost-effective program delivery aligned with JLR's Modern Luxury experience;Support the definition of key performance indicators (KPIs) and service level agreements (SLAs) for vendor and internal teams, monitor results, and drive corrective actions where performance falls short;Advance the Mobile Technician Program into a full Mobile Service offering, including service design, operations planning, and technology integration;Increase retailer participation in the Mobile Technician Program, targeting full network enrollment and 60% response rates after activation;Coordinate onboarding between newly enrolled Mobile Technician retailers and the roadside vendor;Develop and execute the launch plan for the Mobile Technician Program in Canada;Support vendor negotiations and manage contracts to ensure compliance, service quality, and continuous improvement;Serve as the primary escalation point for retailers, Field Teams, and customers, resolving issues with a client-centric mindset;Use analytics tools to identify trends, improve satisfaction, and make recommendations for leadership decisions;Review daily Customer Voice feedback, make decisions to address anonymous Red Flags, and execute actions to close the loop with clients;Prepare quarterly reports and business insights for senior leadership based on program performance, customer experience, and service retention & revenue;Coordinate cross-functional task forces with Field Teams, Finance, Legal, Product Investigation, and Consumer Affairs to resolve escalations and improve efficiency.What you will need:Bachelor's degree or equivalent experience;3+ years of experience in the automotive or Aftersales sector;Experience with Roadside Assistance, service operations, or customer support programs;Strong analytical skills with proficiency in Excel and AI tools;Experience working with retailers, field teams, and external vendors;Proven ability to manage budgets, invoices, and cost tracking;Strong communication and problem-solving knowledge;Ability to manage multiple priorities in a fast-paced environment;Comfortable with data, KPIs, and performance reporting;Adept at vendor management and ensuring SLA and KPI compliance;Ability to work cross functionally and influence without authority.Schedule: Hybrid Ways of Working (Monday, Tuesday, Thursday - office days; Wednesday and Friday - choice days)Base pay offered may vary depending on multiple individualized components, including location, skills, experience, and market factors. The total compensation package for this position may also include other elements, including a target bonus in addition to a full range of medical/health, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick/personal, and parental leave). Details of participation in these benefit plans will be provided if an employee receives an offer of employment. If hired, employees will be in an "at-will position".So Why Us? As a people-first company, working at JLR means opportunity, teamwork, and growth. That's why working here is so much more than a job. Be part of an international, inclusive, and open-minded company Global Bonus Program based on company performance You are never just a number. We take pride in taking care of our employees, doing everything we can to make sure that our teammates thrive both in and out of the office. Our employees receive a generous time off policy We offer a discounted Luxury Vehicle Car Program Employees also receive generous health care and retirement plans Quarterly Chair Massages Maternity/Paternity Leave Complimentary lunch And more! Thank you for your interest in working for us, we love it here and think you will too! Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. JLR North America, LLC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, genetic information, or any other characteristic protected by law. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, compensation, and training.