Regional Automotive Claims & Escalations Leader

Concentrix; Appomattox (VA); Sur place; USD 28 000 - 40 000; Plein temps

Avantages offerts par ce poste

Medical insurance

Dental insurance

Vision insurance

401(k)

Paid time off

Paid training

DailyPay

Employee referral program

Mentorship program

Inclusion programs

Résumé du poste

Concentrix is hiring a Regional Case Manager in McLean, VA to support automotive clients with complex escalations and lemon-law related cases. You’ll resolve Tier 2/3 inquiries, coordinate dealer interactions, and ensure timely resolutions while upholding a people-first, inclusive culture.

This role offers comprehensive benefits and a base pay of $25 per hour, with opportunities for career growth within a Fortune 500 company.

Qualifications

• High School diploma or GED and 18+ years of age.
• 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. residential 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 and appropriate resolutions.
• Analyze and evaluate lemon law claims and support related 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

Escalation handling

Fast-paced multitasking

Lemon law knowledge

Communication

US residency

Formation

High School diploma or GED

Outils

Call center software

Description du poste

Concentrix is hiring a Regional Case Manager in McLean, VA to support automotive clients with complex escalations and lemon-law related cases. You’ll resolve Tier 2/3 inquiries, coordinate dealer interactions, and ensure timely resolutions while upholding a people-first, inclusive culture.

This role offers comprehensive benefits and a base pay of $25 per hour, with opportunities for career growth within a Fortune 500 company.