Regional Automotive Escalations Specialist

Concentrix; Springfield (IL); On-site; USD 28,000 - 36,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Paid time off and holidays

Paid learning days

Training and development programs

DailyPay access

Job summary

Concentrix is hiring an Automotive Tech Support Regional Case Manager in Illinois. You will resolve escalated customer concerns about vehicle repairs, warranty coverage, and dealership interactions, while guiding Tier 2/3 cases through to resolution.

The role emphasizes lemon law knowledge, escalation management, and multitasking in a fast-paced environment. A valid US address and customer-focused mindset are required.

Qualifications

• High School diploma or GED required; minimum 18 years old.
• Minimum 5 years of customer service experience.
• Experience handling customer satisfaction issues and escalation processes.
• Working knowledge of lemon law processes within the US and automotive dealer operations.
• Experience managing escalated customer concerns and complex case resolutions.
• 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 resolution.
• Manage executive, Attorney General, 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 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

Escalation management

Case management

Warranty policies

Lemon law knowledge

Call center experience

Multi-tasking

Fast learner

Education

High School diploma or GED

Tools

None

Job description

Concentrix is hiring an Automotive Tech Support Regional Case Manager in Illinois. You will resolve escalated customer concerns about vehicle repairs, warranty coverage, and dealership interactions, while guiding Tier 2/3 cases through to resolution.

The role emphasizes lemon law knowledge, escalation management, and multitasking in a fast-paced environment. A valid US address and customer-focused mindset are required.