Regional Auto Support & Escalations Specialist

Talkpush; Dillon (CO); On-site; USD 30,000 - 39,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Paid time off

Paid learning days

Paid training

Employee referral program

DailyPay

Job summary

Concentrix is seeking a Regional Case Manager / Automotive Tech Support Rep in Denver, CO. You will resolve escalated customer concerns on vehicle repairs, warranty coverage, and dealership interactions while handling Tier 2/3 cases and executive escalations.

The role requires a high school diploma, 5+ years in customer service, and knowledge of US lemon law and warranty policies. Benefits include health plans, 401(k), PTO, and paid training.

Qualifications

• 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 and warranty policies.

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 with timely resolution.
• Manage executive, AG, BBB, and third-party escalation cases.
• Analyze lemon law claims and support arbitration and settlement activities.
• Provide expedited handling of executive and field escalations.
• Prioritize dealer sales complaints and dealership interactions.
• Handle social media escalations related to dealership complaints and customer experience.
• Support buyback prevention through case review and research.

Skills

Customer service

Escalation handling

Case management

Lemon law knowledge (US)

Warranty policies

Multitasking

Education

High School diploma or GED

Job description

Concentrix is seeking a Regional Case Manager / Automotive Tech Support Rep in Denver, CO. You will resolve escalated customer concerns on vehicle repairs, warranty coverage, and dealership interactions while handling Tier 2/3 cases and executive escalations.

The role requires a high school diploma, 5+ years in customer service, and knowledge of US lemon law and warranty policies. Benefits include health plans, 401(k), PTO, and paid training.