Regional Automotive Case Manager - Escalations & Lemon Law

Concentrix; Dillon (CO); On-site; USD 26,000 - 34,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) plan

Paid time off

Paid holidays

Learning days

DailyPay

Mentorship program

Job summary

Concentrix in Denver, CO is seeking a Regional Case Manager / Automotive Tech Support Specialist to deliver exceptional customer experiences for a Fortune 500 brand. This role provides training, growth opportunities, and an inclusive culture with internal advancement prospects.

You will manage and resolve escalated vehicle repair and warranty issues, handle Tier 2/3 cases, and oversee complex escalations across dealers, AG, BBB, and third parties, while ensuring timely resolutions.

Qualifications

• 5+ years of customer service experience.
• Experience handling customer satisfaction issues, call center operations, or case management.
• Proficiency with lemon law processes in the US, warranty policies, and dealership operations.
• Must reside in the United States with a valid U.S. address.

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 through case review, research, and resolution recommendations.
• Deliver expert customer experiences…with a smile.

Skills

Customer service

Call center operations

Case management

Lemon law knowledge

Escalation handling

Multi-tasking

Education

High School diploma

GED

Tools

CRM software

Job description

Concentrix in Denver, CO is seeking a Regional Case Manager / Automotive Tech Support Specialist to deliver exceptional customer experiences for a Fortune 500 brand. This role provides training, growth opportunities, and an inclusive culture with internal advancement prospects.

You will manage and resolve escalated vehicle repair and warranty issues, handle Tier 2/3 cases, and oversee complex escalations across dealers, AG, BBB, and third parties, while ensuring timely resolutions.