Regional Automotive Case Manager — Customer Resolution

Concentrix; Winters (TX); On-site; USD 24,000 - 34,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401(k) retirement plan

Paid time off & holidays

Paid learning days

DailyPay option

Job summary

Concentrix is seeking a Regional Case Manager / Automotive Tech Support Rep in Plano, TX. You will handle escalated customer concerns about vehicle repairs, warranties, and dealership interactions, including Tier 2/3 cases and lemon-law claims, while supporting executive escalations.

The role requires 5+ years of customer service, US residency, and the ability to thrive in a fast-paced environment. Competitive benefits and ongoing development opportunities are provided.

Qualifications

• Minimum 5 years of customer service experience.
• Experience handling escalated customer concerns and complex case resolutions.
• Working knowledge of lemon law processes within the US, warranty policies, automotive retail and dealership operations, and escalation processes.
• Must reside in the United States and have a valid U.S. address for residence.
• Ability to multitask in a fast-paced environment.

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.

Skills

Customer service

Fast-paced multitasking

Communication

Education

High School diploma or GED

Job description

Concentrix is seeking a Regional Case Manager / Automotive Tech Support Rep in Plano, TX. You will handle escalated customer concerns about vehicle repairs, warranties, and dealership interactions, including Tier 2/3 cases and lemon-law claims, while supporting executive escalations.

The role requires 5+ years of customer service, US residency, and the ability to thrive in a fast-paced environment. Competitive benefits and ongoing development opportunities are provided.