Customer Service / Dispute Resolution Specialist
Dispute Resolution Specialist Position Includes:
Healthcare (Medical, Dental, Vision) - Competitive Hourly Rate - PTO/Vacation Time - Paid Holidays - Direct Deposit - 401K plan - Overtime Eligible
Dispute Resolution Specialist Description:
The Dispute Resolution Specialist is the point of contact for vehicle owner that has reported an unresolved vehicle concern. They will answer the owner’s questions, providing them with requested information on warranty, recalls and more, while working with dealerships and corporate resources to repair the customer’s vehicle. The DRS will provide outstanding customer service over the phone and by email, using their computer skills to research requests and accurately record details of their calls.
Responsibilities include but not limited to:
- Manage customer complaints from initial case assignment to final resolution, keeping in mind buyback prevention and customer retention.
- Communicate in written form (email, SMS) and phone with vehicle owner.
- Define customer needs by asking relevant probing questions.
- Record details of interactions with customer, dealerships and other corporate resources.
- Escalate, as appropriate, to corporate resources (including Field Operations, Supply Chain, Technical Service Operations, etc.).
- Interact regularly, by email and phone, with US Field Operations personnel (Area Managers, Customer Relations & Warranty Managers, Technical Advisors).
- Determine and process, as appropriate, goodwill or consumer retention offers, in compliance with US guidelines, to reduce frustration or avoid progression of replacement or repurchase requests.
- Make critical decisions in line with state Lemon Law guidelines or parameters.
Dispute Resolution Specialist Requirements:
- Bachelor’s degree.
- General knowledge of cloud-based or windows-based CRM applications; ability to navigate a computerized information system.
- Minimum of 1-3 years of contact center experience, preferably in a case management role, ideally in an automotive environment; and/or 1-3 years of automotive dealership or customer care experience.
- Experience dealing with a variety of customer issues, including product complaints.
- Excellent verbal and written communication skills.
- Strong decision-making, mediation and problem-solving abilities.
- Ability to communicate effectively with a variety of diverse stakeholders, including customers, dealer personnel, corporate personnel, etc.
- Exceptional organization and time management skills.
- Must be flexible to support operations M-F from 8 am to 8 pm.