Automotive Regional Case Manager

Concentrix; Springfield (IL); Presencial; USD 28.000 - 40.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical insurance

Dental insurance

Vision insurance

401(k) plan

Paid time off

Holidays

Paid training

Employee referral program

DailyPay

Learning days

Mentorship programs

Descripción de la vacante

Concentrix in Oakbrook Terrace, IL seeks a Regional Case Manager to resolve escalated auto customer concerns and manage complex cases across the automotive client. You will leverage knowledge of lemon laws, warranties, and dealership operations to ensure timely resolutions while supporting escalation processes and customer advocacy.

You will participate in a comprehensive training program, have access to mentorship and development opportunities, and work within a diverse, inclusive culture that

Formación

• High School diploma or GED is required.
• Minimum of 5 years of customer service experience.
• Experience handling customer satisfaction issues, call center operations, or case management functions.
• Working knowledge of U.S. lemon law processes, warranty policies, automotive retail and dealership operations, and escalation processes.
• Experience managing escalated customer concerns and complex case resolution.
• Must reside in the United States with a valid U.S. address.

Responsabilidades

• Manage and resolve escalated auto customer concerns related to vehicle repairs, warranty coverage, dealership interactions, backordered parts, alternate transportation, and product performance issues.
• Handle Tier 2 and Tier 3 escalated customer cases, including executive, AG, BBB, and third-party escalations, ensuring timely resolutions.
• Analyze and evaluate lemon law claims and support arbitration and settlement activities.
• Provide expedited handling of executive and field escalations.
• Prioritize auto dealership sales-related issues and customer concerns involving dealer interactions.
• Process social media escalations related to auto dealership complaints and customer experience concerns.
• Support vehicle buyback prevention efforts through case review, research, and resolution recommendations.

Conocimientos

Customer service

Call center operations

Escalation management

Fast-paced environment

Educación

High School diploma or GED

Herramientas

Escalation processes

U.S. lemon law knowledge

Descripción del empleo

A NEW CAREER POWERED BY YOU

Join a world-class team in Oakbrook Terrace, IL, as a Regional Case Manager! At Concentrix, we’re looking for passionate game-changers to deliver exceptional customer experiences and tech-based solutions for one of the world’s best-known brands. If you're ready to grow with a Fortune 500 company with an inclusive, award-winning culture, your new career starts here. (Military veterans are encouraged to apply.)

Are you looking for a career change with a forward-thinking global organization that nurtures a true people-first, inclusive culture and a genuine sense of belonging? Would you like to join a Fortune 500 company that earns “World’s Best Workplaces,” “Best Company Culture,” and “Best Companies for Career Growth” awards every year? Then a Regional Case Manager position at Concentrix is the right place for you!

As a Regional Case Manager in the auto industry, you’ll join an organically diverse team from around the globe where all members contribute to and support each other’s success and wellbeing, proudly united as “game-changers.” Together, we serve as the intelligent transformation partner for the world’s best-known brands, delivering exceptional customer experiences with tech-powered innovation.

CAREER GROWTH AND PERSONAL DEVELOPMENT

This is a great opportunity to reimagine an all-new career journey and develop “friends for life” at the same time. We’ll give you all the training, technologies, and ongoing support you’ll need to succeed. Plus, at Concentrix, there’s real career (and personal) growth potential. In fact, about 80% of our managers and leaders have been promoted from within! That’s why we offer a range of no-cost learning and leadership development programs designed to set you on your way to the kind of career you’ve always envisioned.

What You Will Do In This Role

As a Regional Case Manager, you will:

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

Your Qualifications

Your skills, integrity, and genuine compassion will deliver value and success with every customer interaction. Other qualifications for our Regional Case Manager role include:

• High School diploma or GED, and at least 18 years of age.
• Minimum of 5 years of customer service experience.
• Experience handling customer satisfaction issues, call center operations, or case management functions.
• Working knowledge of U.S. lemon law processes, warranty policies, automotive retail and dealership operations, and escalation processes.
• Experience managing escalated customer concerns and complex case resolution.
• Demonstrated ability to work effectively in a fast-paced, multitasking environment and an eagerness to learn new technologies.
• Must reside in the United States and maintain a valid U.S. residential address.

What’s In It For You

One of our company’s Culture Beliefs says, “We champion our people.” That’s why we invest in our game-changers, our infrastructure, and our capabilities to ensure long-term success for both our teams and our clients. And we’ll invest in YOU to aid in your career path and in your personal development. In this role, you’ll also be provided with:

• The base salary range for this position is $25.00/hr, (pay rate will not be below the applicable minimum wage). Actual salaries will vary based on work location, qualifications, skills, education, experience, and competencies. Benefits available to eligible employees in this role include medical, dental, and vision insurance, a comprehensive employee assistance program (EAP), 401(k) retirement plan, paid time off and holidays, and paid learning days.
• Paid training and lucrative employee referral program.
• DailyPay enrollment option to access pay "early," when you want it.
• Opportunity to work directly for our automotive client at one of their regional offices, including headquarters in California, after 14 months in your current position.
• Health and wellness programs with trained partners to help promote a healthy you.
• Mentorship programs that support your rewarding career journey.
• Programs and events that support inclusion and belonging, as well as global citizenship, sustainability, and community support.
• Company networking opportunities with organized groups in the following topics: Network of Women, Black Professionals, LGBTQ+ Pride, Ability (disabilities), Dynamic (neurodiversity), Women in Tech, OneEarth Champions, Wise Owls (experienced), and more.

Physical And Mental Requirements

The employee is regularly required to operate a computer, keyboard, telephone/headset, and/or other office equipment as essential functions of this position. Work is generally sedentary in nature.

Equal Employment Opportunity

Concentrix is an equal opportunity and affirmative action (EEO-AA) employer. We promote equal opportunity to all qualified individuals and do not discriminate in any phase of the employment process based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy or related condition, disability, status as a protected veteran, or any other basis protected by law.

For more information regarding your EEO rights as an applicant, please visit the following websites:

• English
• Spanish

Accommodation

Concentrix welcomes and encourages applications from candidates with disabilities and is committed to providing an inclusive recruitment process. If you require reasonable accommodation to participate in any stage of the application or interview process, please let us know. Requests may be made by contacting [e-mail]. All information will be treated confidentially and used solely to facilitate your participation in the recruitment process.

Artificial Intelligence

As part of our recruitment process, we may use artificial intelligence (AI) tools to assist in the screening and/or assessment of job applicants. These tools could be used to evaluate resumes, applications, and other materials submitted to help us identify the best candidates for the role.

Work Authorization

In accordance with federal law, only applicants who are legally authorized to work in the United States will be considered for this position. Must reside in the United States or have a valid U.S. address for residence.