Warranty Cancellation Specialist in Charlotte, NC at Sonic Automotive

Job Description

Job Summary:

The Warranty Cancellation Specialist is responsible for accurately and efficiently processing the cancellation of warranty products as assigned by the 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 includes and not limited to quality guidelines, coverage support, manufacturer products, knowledge base updates, and coaching to maintain performance expectations. Monthly check in with supervisor to identify any issues, concerns, or development needs. This position operates on a hybrid work schedule following an initial in-office training period.

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 warranty-related departments to address and resolve concerns within a 24-hour SLA.

· Process assigned cancellations within established internal SLA.

· Navigate vendor portals to submit, upload, track, and complete warranty cancellation requests.

· Communicate with warranty vendors, lenders, and banking partners through email or portal systems to retrieve or submit required documentation.

· Maintain and resolve all parked items within the established SLA to ensure timely processing and customer satisfaction.

· Maintain professionalism and clear communication when working with internal teams.

· Demonstrate strong customer service skills when handling inquiries, always providing professional and empathetic communication.

· Participate in ongoing in-office training (cross training, workflow updates, system enhancements).

· Support coverage across multiple assigned brands and flex as needed during high‑volume periods.

· Meet or exceed at least 30 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.

· Respond to coaching and corrective action emails promptly and effectively.

Minimum Qualifications:

· Demonstrate customer service ethics and principles.

· Strong attention to detail with a focus on accuracy and compliance.

· Reliable attendance and ability to meet processing deadlines.

· Comfortable navigating multiple systems and tools.

· Strong organizational and time‑management skills.

· Ability to work collaboratively in a Shared Services team environment.

· Ability to learn and retain brand‑specific processes and system workflows.

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 internal teams.

· Experience with CDK or similar dealership/warranty systems preferred.

· Knowledge of F&I cancellation processes or accounting concepts is a plus.

· Must have experience in data entry or data input.

· 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.

· Understanding of accounting or F&I cancellation concepts such as prorations, payoffs, or refund breakdowns.

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