Regional Automotive Case Manager

CAO Group, Inc.; Appomattox (VA); On-site; USD 42,000 - 52,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k)

Paid time off

Paid training

DailyPay

Mentorship

Career growth

Job summary

Concentrix is hiring a Regional Case Manager / Automotive Tech Support Rep in McLean, VA to deliver expert customer experiences and tech-powered solutions for a Fortune 500 client.

You will manage escalated vehicle-related concerns, tier 2/3 cases, and complex disputes, while supporting buyback prevention and arbitration activities. Growth, training, and a people-first culture are emphasized throughout the role.

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.
• Proficiency in fast-paced multi-tasking.
• Eagerness to learn new technologies.
• Must reside in the United States and have a valid U.S. address for residence.

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

Lemon law knowledge

Call center

Escalation handling

Multi-tasking

Learning agility

Education

High School Diploma

Job description

Concentrix is hiring a Regional Case Manager / Automotive Tech Support Rep in McLean, VA to deliver expert customer experiences and tech-powered solutions for a Fortune 500 client.

You will manage escalated vehicle-related concerns, tier 2/3 cases, and complex disputes, while supporting buyback prevention and arbitration activities. Growth, training, and a people-first culture are emphasized throughout the role.