Automotive Regional Case Manager - Tech Support & Escalations

Concentrix; Helena (MT); On-site; USD 25,000 - 33,000; Full time

Benefits offered by this job

Paid training

DailyPay enrollment

Health and wellness programs

401(k) retirement plan

Paid time off

Job summary

Concentrix is seeking a Regional Case Manager / Automotive Tech Support Rep in the United States. This role supports vehicle repairs, warranty issues, and dealership interactions, with escalation handling across Tier 2/3 and external entities.

The position emphasizes fast, thoughtful resolutions and a people-first culture within a Fortune 500 environment. Ideal candidates have 5+ years in customer service, strong multitasking abilities, and familiarity with lemon law processes, auto retail

Qualifications

• 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

Call center operations

Case management

Lemon law knowledge

Warranty policies

Automotive retail ops

Escalation management

Multi-tasking

Learning new technologies

Education

High School diploma or GED

Job description

Concentrix is seeking a Regional Case Manager / Automotive Tech Support Rep in the United States. This role supports vehicle repairs, warranty issues, and dealership interactions, with escalation handling across Tier 2/3 and external entities.

The position emphasizes fast, thoughtful resolutions and a people-first culture within a Fortune 500 environment. Ideal candidates have 5+ years in customer service, strong multitasking abilities, and familiarity with lemon law processes, auto retail