Automotive Regional Case Manager - Career Growth & Support

Concentrix; Appomattox (VA); On-site; USD 57,859,000 - 63,370,000; Full time

Benefits offered by this job

Paid training

Employee referral program

DailyPay enrollment

Health and wellness programs

Mentorship programs

State-of-the-art office

Job summary

Concentrix is seeking a Regional Case Manager / Automotive Tech Support Rep in McLean, VA, to deliver exceptional customer experiences and tech-powered solutions for leading brands. The role emphasizes case management, escalation handling, and working with lemon-law processes across the US.

A Fortune 500 company culture, inclusive values, and ongoing professional growth are highlighted. You’ll manage escalated vehicle-related concerns, Tier 2/3 cases, and privacy of sensitive information while

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

Responsibilities

• Manage and resolve escalated vehicle repair and warranty cases.
• Handle Tier 2 and Tier 3 customer cases to timely resolution.
• Manage escalation cases from AG, BBB, and third parties.
• Analyze lemon law claims and support arbitration activities.
• Provide expedited handling of executive and field escalations.
• Prioritize dealer sales complaints and customer concerns with dealerships.
• Address social media escalations related to dealership issues.
• Support buyback prevention through case review and research.
• Deliver expert customer experiences with a smile.

Skills

Customer service excellence

Case management

Escalation handling

Warranty and lemon law knowledge

Multi-tasking in fast-paced settings

Learning new technologies

Education

High School diploma or GED

Job description

Concentrix is seeking a Regional Case Manager / Automotive Tech Support Rep in McLean, VA, to deliver exceptional customer experiences and tech-powered solutions for leading brands. The role emphasizes case management, escalation handling, and working with lemon-law processes across the US.

A Fortune 500 company culture, inclusive values, and ongoing professional growth are highlighted. You’ll manage escalated vehicle-related concerns, Tier 2/3 cases, and privacy of sensitive information while