Regional Auto Case Manager — Escalations & Growth

Concentrix; Trenton (NJ); On-site; USD 30,000 - 42,000; Full time

Benefits offered by this job

Base salary $26/hr

Transportation stipend up to $500/mo

Paid training

DailyPay access

Health, dental, vision insurance

401(k) retirement plan

Paid time off

Job summary

Concentrix in Jersey City, NJ, is seeking a Regional Case Manager to resolve escalated auto customer concerns, manage warranties, and support dealer interactions. This role offers training, a path for advancement, and a culture that values inclusion.

You will handle Tier 2/3 cases, analyze lemon law claims, prioritize dealer issues, and collaborate with teams to improve customer outcomes. Eligible candidates must have a high school diploma and 5+ years of service experience; residency in the

Qualifications

• Minimum of 5 years of customer service experience.
• Working knowledge of U.S. lemon law processes and warranty policies.
• Experience handling escalated customer concerns and complex case resolution.
• Ability to work in a fast-paced environment and learn new technologies.
• Must reside in the United States with a valid U.S. address.

Responsibilities

• Manage and resolve escalated auto customer concerns related to vehicle repairs, warranty coverage, dealership interactions, backordered parts, alternate transportation, and product performance issues.
• Handle Tier 2 and Tier 3 escalated customer cases, including executive, Attorney General (AG), Better Business Bureau (BBB), and third-party escalations, ensuring timely and appropriate resolutions.
• Analyze and evaluate lemon law claims and support related arbitration and settlement activities.
• Provide expedited handling of executive and field escalations.
• Prioritize auto dealership sales-related issues and customer concerns involving dealer interactions.
• Process social media escalations related to auto dealership complaints and customer experience concerns.
• Support vehicle buyback prevention efforts through case review, research, and resolution recommendations.

Skills

Customer service

Escalation handling

Communication skills

Multitasking

Education

High School diploma or GED

Job description

Concentrix in Jersey City, NJ, is seeking a Regional Case Manager to resolve escalated auto customer concerns, manage warranties, and support dealer interactions. This role offers training, a path for advancement, and a culture that values inclusion.

You will handle Tier 2/3 cases, analyze lemon law claims, prioritize dealer issues, and collaborate with teams to improve customer outcomes. Eligible candidates must have a high school diploma and 5+ years of service experience; residency in the