Automotive Regional Case Manager

Concentrix; Springfield (IL); On-site; USD 28,000 - 36,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Paid time off and holidays

Paid learning days

Training and development programs

DailyPay access

Job summary

Concentrix is hiring an Automotive Tech Support Regional Case Manager in Illinois. You will resolve escalated customer concerns about vehicle repairs, warranty coverage, and dealership interactions, while guiding Tier 2/3 cases through to resolution.

The role emphasizes lemon law knowledge, escalation management, and multitasking in a fast-paced environment. A valid US address and customer-focused mindset are required.

Qualifications

• High School diploma or GED required; minimum 18 years old.
• Minimum 5 years of customer service experience.
• Experience handling customer satisfaction issues and escalation processes.
• Working knowledge of lemon law processes within the US and automotive dealer operations.
• Experience managing escalated customer concerns and complex case resolutions.
• Ability to multitask in a fast-paced environment.

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 resolution.
• Manage executive, Attorney General, BBB, and third-party escalation cases.
• Analyze lemon law claims and support 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 through case review, research, and resolution recommendations.
• Deliver expert customer experiences with a smile.

Skills

Customer service

Escalation management

Case management

Warranty policies

Lemon law knowledge

Call center experience

Multi-tasking

Fast learner

Education

High School diploma or GED

Tools

None

Job description

Join a world-class team in Oakbrook Terrace, IL, as a Regional Case Manager / Automotive Tech Support Rep! 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.)

A NEW CAREER POWERED BY YOU

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 an Automotive Customer Support Specialist position at Concentrix is the right place for you!

As a Regional Case Manager, 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

• 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.

YOUR QUALIFICATIONS

• High School diploma or GED, and be at least 18 years of age.

• Minimum 5 years of customer service experience.

• Experience handling customer satisfaction issues, call center operations, or case management functions.

• Working knowledge of lemon law processes within the US, warranty policies, automotive retail and dealership operations, and escalation processes

• Experience managing escalated customer concerns and complex case resolutions.

• Experience handling customer satisfaction issues, call center operations, or case management functions.

• Proficiency in fast-paced multi-tasking.

• Eagerness to learn new technologies.

• Must reside in the United States and have a valid U.S. address for residence.

WHAT’S IN IT FOR YOU

• The base salary range for this position is $23.00/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, comprehensive employee assistance program, 401(k) retirement plan, paid time off and holidays and paid learning days. We accept applications for this position on an ongoing basis.

• Paid training and lucrative employee referral program.

• DailyPay enrollment option to access pay "early," when you want it.

• Have the chance to work for our client directly at their Regional offices, including HQ located in California after 14 months in the current position

• Health and wellness programs with trained partners to help promote a healthy you.

• Mentorship programs that support your rewarding career journey.

• A modern, state-of-the-art office setting with advanced technologies and a great team.

• 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.

• A range of other perks and benefits

REIMAGINE THE BEST VERSION OF YOU!

JOB AVAILABILITY

We accept applications for this position on an ongoing basis. It is currently for an existing, immediate vacancy; however, we are also considering applications for future opportunities as they arise. We encourage all interested candidates to apply.

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 (https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf)

• Spanish (https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRightsSp6.12.pdf)

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.