Business Analyst

Now Hiring: Business Analyst

Location: Auburn Hills, MI

We are seeking a customer-focused Business Analyst for a temporary assignment supporting escalated customer concerns and executive-level referrals. In this role, you will investigate complex customer issues, collaborate with dealerships and internal teams, and drive resolutions that enhance customer satisfaction and protect brand reputation.

Key Responsibilities

• Manage and resolve executive-level customer escalations from leadership and corporate channels.
• Investigate customer concerns using internal systems, records, and processes.
• Coordinate with dealerships, field teams, and corporate departments to develop effective solutions.
• Maintain ownership of cases from initial review through final resolution using closed-loop case management.
• Communicate updates and resolutions to customers and stakeholders in a professional, empathetic manner.
• Escalate issues when necessary to ensure timely and accurate outcomes.
• Build strong relationships with internal partners and dealer network contacts.

Qualifications

• Bachelor's degree required.
• 5+ years of professional work experience.
• Strong customer service, conflict resolution, and case management experience.
• Excellent written, verbal, and interpersonal communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience troubleshooting complex issues and providing clear guidance.
• Proficiency with Microsoft Office, Google Workspace, and web-based applications.
• Ability to quickly learn CRM, case management, and proprietary systems.
• Automotive industry knowledge or ability to understand technical vehicle-related concerns preferred.

Preferred Experience

• 2+ years of customer service experience in a contact center, dealership, hospitality, luxury retail, or similar environment.
• Experience using CRM platforms and cloud-based customer support tools.
• Prior work with premium automotive brands is a plus.

Schedule

• Temporary position
• Flexible schedule availability required

Employee Benefits

• Medical, dental, vision, and pet insurance
• 401(k) Retirement Savings Plan
• Employee Assistance Program (EAP)
• Commuter/Parking Accounts
• People Perks Program
• Health Savings Account (HSA)
• Accidental Death & Dismemberment (AD&D) Insurance