Automotive Regional Case Manager & Escalations Lead

CAO Group, Inc.; Missouri; On-site; USD 57,859,000 - 71,635,000; Full time

Benefits offered by this job

Medical, dental, and vision benefits

401(k) retirement plan

Paid time off and holidays

DailyPay enrollment

Training and leadership development

Headquarters in California after 14+1?

Job summary

Concentrix is hiring a Regional Case Manager / Automotive Tech Support Rep in Hoboken, NJ. The role focuses on resolving escalated customer concerns related to vehicle repairs, warranties, and dealership interactions while managing high‑level escalation cases and lemon‑law claims.

You will handle Tier 2/3 cases, support arbitration activities, and contribute to a customer‑first culture with strong emphasis on rapid resolutions and field escalations.

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.

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.

Skills

Customer service

Call center operations

Case management

Fast-paced multitasking

Willingness to learn new technologies

Education

High School diploma or GED

Job description

Concentrix is hiring a Regional Case Manager / Automotive Tech Support Rep in Hoboken, NJ. The role focuses on resolving escalated customer concerns related to vehicle repairs, warranties, and dealership interactions while managing high‑level escalation cases and lemon‑law claims.

You will handle Tier 2/3 cases, support arbitration activities, and contribute to a customer‑first culture with strong emphasis on rapid resolutions and field escalations.