Regional Auto Claims & Escalations Specialist

Concentrix; Springfield (IL); Sur place; USD 28 000 - 40 000; Plein temps

Avantages offerts par ce poste

Medical insurance

Dental insurance

Vision insurance

401(k) plan

Paid time off

Holidays

Paid training

Employee referral program

DailyPay

Learning days

Mentorship programs

Résumé du poste

Concentrix in Oakbrook Terrace, IL seeks a Regional Case Manager to resolve escalated auto customer concerns and manage complex cases across the automotive client. You will leverage knowledge of lemon laws, warranties, and dealership operations to ensure timely resolutions while supporting escalation processes and customer advocacy.

You will participate in a comprehensive training program, have access to mentorship and development opportunities, and work within a diverse, inclusive culture that

Qualifications

• High School diploma or GED is required.
• Minimum of 5 years of customer service experience.
• Experience handling customer satisfaction issues, call center operations, or case management functions.
• Working knowledge of U.S. lemon law processes, warranty policies, automotive retail and dealership operations, and escalation processes.
• Experience managing escalated customer concerns and complex case resolution.
• Must reside in the United States with a valid U.S. address.

Responsabilités

• 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, AG, BBB, and third-party escalations, ensuring timely resolutions.
• Analyze and evaluate lemon law claims and support 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.

Connaissances

Customer service

Call center operations

Escalation management

Fast-paced environment

Formation

High School diploma or GED

Outils

Escalation processes

U.S. lemon law knowledge

Description du poste

Concentrix in Oakbrook Terrace, IL seeks a Regional Case Manager to resolve escalated auto customer concerns and manage complex cases across the automotive client. You will leverage knowledge of lemon laws, warranties, and dealership operations to ensure timely resolutions while supporting escalation processes and customer advocacy.

You will participate in a comprehensive training program, have access to mentorship and development opportunities, and work within a diverse, inclusive culture that