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