Automotive Regional Case Manager: Customer Experience

Concentrix; Jackson (NJ); On-site; USD 25,000 - 36,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Paid time off

Paid training

DailyPay enrollment

Referral program

Job summary

Concentrix in Hoboken, NJ is seeking a Regional Case Manager / Automotive Tech Support Rep to deliver exceptional customer experiences and tech-based solutions for a world-renowned brand. The role emphasizes growth within a Fortune 500 company with an inclusive, award-winning culture and real career development opportunities.

You will manage escalated automotive-related cases, navigate lemon law processes, and work across Tier 2/3 support, arbitration, and dealer interactions.

Qualifications

• High School diploma or GED is required.
• 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.
• 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.

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 operations

Case management

Escalation handling

Multi-tasking

Lemon law knowledge (US)

Education

High School diploma or GED

Job description

Concentrix in Hoboken, NJ is seeking a Regional Case Manager / Automotive Tech Support Rep to deliver exceptional customer experiences and tech-based solutions for a world-renowned brand. The role emphasizes growth within a Fortune 500 company with an inclusive, award-winning culture and real career development opportunities.

You will manage escalated automotive-related cases, navigate lemon law processes, and work across Tier 2/3 support, arbitration, and dealer interactions.