Automotive Customer Escalations Lead

CAO Group, Inc.; Winters (TX); On-site; USD 24,000 - 34,000; Full time

Benefits offered by this job

Paid training

DailyPay

Health insurance

401(k)

Paid time off

Learning & mentorship programs

Job summary

Concentrix is seeking a Regional Case Manager to join our team in Plano, TX. The role focuses on resolving escalated customer concerns related to vehicle repairs, warranty coverage, and dealership interactions while managing high-level cases through Tier 2/3 support.

You will analyze lemon law claims, support arbitration, and contribute to buyback prevention. This position requires 5+ years in customer service and the ability to multitask in a fast-paced environment.

Qualifications

• High School diploma or GED required.
• Minimum 5 years of customer service experience.
• Experience handling customer satisfaction issues, call center operations, or case management functions.
• Knowledge of lemon law processes in the US, warranty policies, automotive retail and dealership operations, and escalation processes.
• Experience managing escalated customer concerns and complex case resolutions.
• Ability to multitask in a fast-paced environment.
• Eagerness to learn new technologies.
• Must reside in the United States with a valid U.S. address.

Responsibilities

• Manage and resolve escalated customer concerns related to vehicle repairs, warranty coverage, dealership interactions, backordered parts, alternate transportation, and product performance issues.
• Handle Tier 2 and Tier 3 customer cases, ensuring timely and appropriate resolution.
• Manage executive, Attorney General (AG), Better Business Bureau (BBB), and third-party escalation cases.
• Analyze and evaluate lemon law claims and support related arbitration and settlement activities.
• Provide expedited handling of executive and field escalations.
• Prioritize dealer sales complaints and customer concerns involving dealership interactions.
• Handle social media escalations related to dealership complaints and customer experience concerns.
• Support buyback prevention efforts through case review, research, and resolution recommendations.
• Deliver expert customer experiences…with a smile.

Skills

Customer service

Call center

Case management

Lemon law knowledge

Escalations handling

Multitasking

Tech learning

US residency

Education

High School diploma or GED

Job description

Concentrix is seeking a Regional Case Manager to join our team in Plano, TX. The role focuses on resolving escalated customer concerns related to vehicle repairs, warranty coverage, and dealership interactions while managing high-level cases through Tier 2/3 support.

You will analyze lemon law claims, support arbitration, and contribute to buyback prevention. This position requires 5+ years in customer service and the ability to multitask in a fast-paced environment.