Automotive Regional Case Manager — Tech-Savvy Support

Talkpush; Illinois; On-site; USD 32,000 - 36,000; Full time

Benefits offered by this job

Health and wellness programs

Paid training

401(k) retirement plan

Paid time off and holidays

DailyPay enrollment

Mentorship programs

Job summary

Concentrix in Oakbrook Terrace, IL is hiring a Regional Case Manager / Automotive Tech Support Rep to resolve high-level customer issues related to repairs, warranties, and dealership interactions. You’ll handle Tier 2/3 cases, manage escalations with AG, BBB, and third parties, and support arbitration and settlements.

The role requires 5+ years in customer service, knowledge of lemon law processes, and strong multitasking abilities, with a focus on delivering exceptional customer experiences.

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.
• Support buyback prevention efforts through case review, research, and resolution recommendations.
• Deliver expert customer experiences…with a smile.

Skills

Customer service

Escalation management

Lemon law knowledge

Call center operations

Multitasking

US address residency

Job description

Concentrix in Oakbrook Terrace, IL is hiring a Regional Case Manager / Automotive Tech Support Rep to resolve high-level customer issues related to repairs, warranties, and dealership interactions. You’ll handle Tier 2/3 cases, manage escalations with AG, BBB, and third parties, and support arbitration and settlements.

The role requires 5+ years in customer service, knowledge of lemon law processes, and strong multitasking abilities, with a focus on delivering exceptional customer experiences.