Tier 3: Customer Service Specialists - CSS
SUMMARY:
We are looking for highly organized and detail-oriented individuals to join our CSS Team. The CSS (Customer Service Specialists) team evaluates the liability and risk for the company. This role will be to review any potential risk to the automaker for repurchase and potential future lawsuit. The following applies:
Qualifications and Educational requirements:
- Minimum of 1-2 years of experience in the Automotive or legal industry (preferred)
- Case management and problem-solving experience, preferably in the automotive industry
- Mediation and/or legal knowledge/experience
- Strong logic and reasoning skills
- Excellent verbal communication skills required
- Strong business writing skills
- Excellent organizational, time management and negotiation skills
- Working knowledge of Microsoft Word, Excel, PowerPoint
- Automotive technical aptitude (preferred)
Responsibilities
- Thorough research and review of all pertinent information is required to ensure that company position is reached in the best interest of the customer and the company, and to protect all parties from subsequent liability
- Research and document all pertinent information prior to arbitration
- Provide written correspondence of position to BBB, Attorney General and State Agencies
- Negotiate settlements with customers in the interest of customer retention and Lifetime Owner Loyalty as an alternative to a vehicle buyback
- Maintain knowledge of state regulatory agency guidelines as they relate to assigned areas
- Adherence to approved processes and guidelines is important to facilitate various transactions involving state and federal statutes
- Review and assess cases in relation to state lemon law guidelines inclusive of repair attempts and days out of service
- Gather all required documents for proper case assessment
- Create highly detailed timelines of repair histories for proper assessment
- Extensive interaction with Field and dealer personnel, Field Technical Specialists and internal client tools to ensure accuracy in repair histories
- Facilitate final repair attempts per state guidelines through extensive coordination with Field personnel and Field Technical Specialists
- Coordinate District Parts and Services Manager (DPSM) and Field Technical Specialist inspections
- Ensure timely follow through with customers
- Obtain signed releases for financial decisions
- Meet compliance and decision time allocations pursuant to case types CSS_SPON
Job Type: Full-time
Pay: $17.50 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- Day shift
- Monday to Friday
- No nights
- No weekends
Application Question(s):
- Minimum of 1-2 years of experience in the Automotive or legal industry
Work Location: Remote