Customer Case Manager
Company: Servco Pacific Inc.
Location: Honolulu
Posted on: September 21, 2023
Job Description:
As a Customer Case Manager for Servco Quality Division, you will
play a key role in handling all customer and dealer inquiries that
are escalated (Tier 3) complaints concerning legal, product
liability, and public relations issues for supported manufacturers.
You will assess and qualify the concern and render a judgement on
resolution for cases in arbitration and/or buyback, with the goal
of maximizing customer satisfaction for supported brands while
minimizing legal and financial risk to the
company.Responsibilities:
- Collect facts for each case including technical
information
- Collect and analyze technical information for each case
- Inspect/evaluate vehicles for repurchase, quality, and product
liability concerns
- Monitor and dispose of training and buy-back vehicles
- Perform initial evaluation of complaints for reporting in
accordance with regulations and company procedures
- Analyze and investigate claims on behalf of Servco and
manufacturers including but not limited to test driving
vehicle
- Document cases in Customer Service Application (CSA)
database
- Arbitrates disputes between the dealer and customer as
needed
- Uses authority to render a fair and equitable judgement and/or
dealer/customer reimbursement based on the available facts of each
case
- Use authority to render equitable solution to potential lemon
law cases
- Assist and guide fellow associates and personnel with proper
handling of customer issues
- Provide dealer with buy-back valuation
- Work with dealer to recover buy back-vehicles
- Ensure vehicles are repaired and available for resell on a
timely basis
- Ensure maximum recovery from dealer auction during resell
- Identify possible technical issues through review of warranty
claims and parts sales
- Review/investigate customer complaint, warranty, field data,
and other competitor product information and organize for reporting
purposesRequirements:
- Bachelor's degree in Business or related
- Automotive technical education preferred
- Minimum three years of customer service work experience that
involved analyzing financial and technical data and rendering
decisions
- General auto technology knowledge
- Excellent customer relations and negotiation skills
- Strong verbal and written communication skills
- Basic understanding of legal terminology
- Proficient with Microsoft Office
- Data entry at 30 wpm
- Must be a conflict manager and problem solver
- Calm, patient, and active listener
- Analytical and detail oriented
- Must be able to multi-task and travelAt Servco, we're committed
to providing valuable mobility solutions to empower people through
the freedom of movement and opportunity. From Australia to
California, and of course, Hawaii, Team Servco is a collective of
over 2,000 like-minded individuals guided by our four Core Values
of Respect, Service, Teamwork, and Innovation. For over 100 years,
we have been dedicated to superior service, to both our customers
and team members. We look forward to helping you create Life:
Moments that matter to you.Equal Opportunity Employer and Drug-Free
WorkplaceLIFE:MomentsAt Servco, service is at the heart of what we
do. While our daily commitment to service focuses on our customers
and community, it really starts with serving and taking care of our
team members. 0:00 -/ - 1:42 Helping createLife:Momentsthat matter
to you, whether at home or at work, is our secret to being
recognized as one of Hawaii's Best Places to Work for 17 years!
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Keywords: Servco Pacific Inc., Honolulu , Customer Case Manager, Executive , Honolulu, Hawaii
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