Auto Customer Case Coordinators

Our Bedford office is located at: 2200 Highway 121 Suite 250 Bedford, TX 76021

Are you detail-oriented, process-driven, and possess strong communication skills? Are you customer-centric? Do you enjoy working on a computer navigating multiple systems? Are you seeking the beginning of a promising career with growth opportunity?

We are hiring for Automotive Customer Case Coordinators. We help auto customers through the manufacturing claims process.

This role is expected to communicate with customers, financial institutions, attorneys, and auto dealership personnel to coordinate various buyback vehicle activities or reimbursement activities on behalf of the client, including but not limited to mailing, calling, emailing and faxing appropriate parties to complete required tasks. They must have an understanding and be compliant with the necessary paperwork and vehicle remarketing or reimbursement requirements of each Client’s guidelines and be able to complete tasks in a timely manner.

• Provide exceptional customer service at all times
• De-escalate parties with prolonged process issues
• Liaise between manufacturer, dealer, and other 3rd parties
• Administrative tasks/data entry
• Build and maintain client/3rd party relationships
• Strengthen clients’ brand & maintain trust between client and 3rd parties
• Update customer database systems with owner or vehicle record changes, diary note entries, and workflow case to completion
• Escalate customer, dealer or 3rd party issues to manager as appropriate
• Ensure quality of service on all phone calls
• Ability to multi-task with phone and computer
• Adhere to company policies and responsibly manage time & attendance
• Assist with other duties as assigned
• Understand and become proficient within our various case management systems

Daily contact with dealership personnel, financial institutions, and other 3rd parties to coordinate the remarketing or reimbursement related processes of vehicle buybacks or recall related activity on behalf of the client. This includes any necessary paperwork involved. Regular contact on each assigned case to ensure the highest level of quality service.

• 40+ WPM, meet required data entry and customer service experience assessments
• Exceptional verbal communication & Phone de-escalation skills
• High School Diploma or GED required
• Bachelor’s degree preferred or some college coursework completed
• 2+ years of customer service experience preferred
• Solid verbal communication skills with a professional telephone etiquette
• Basic math, reading, writing, organizational skills, and problem‑solving capabilities
• Meet background verification requirements
• Proficient with Microsoft Office
• Proficient in Computer Skills

• Demonstrates the ability to identify and understand the process needs, take appropriate actions to ensure all parties involved needs are met and proactively search for ways to increase Client satisfaction, with minimal to no direction from management.
• Demonstrates the ability to speak clearly and convey information orally, both on an individual basis and in a group.
• Demonstrates the ability to draft written communication, both on an individual basis and in a group.
• Demonstrates the ability to positively and confidently share opinions and feelings in the spirit of cooperation and team building.
• Accurately communicates with others regardless of their status or position.
• Demonstrates the ability to deal openly and honestly with customers and management while building credibility and maintaining trust.
• Exhibits confidence and collaboration for the needs of parties involved.
• Is perceived by others as being helpful and supportive.

• Grasping – frequently apply pressure to an object with the fingers and palm
• Hearing – constantly perceiving the nature of sounds at normal speaking levels with or without correction
• Reaching – frequently extend hand(s) and arm(s) in any direction
• Repetitive motion – frequent substantial movements (motions) of the wrists, hands and/or fingers
• Seeing – constantly use visual acuity to determine the accuracy, neatness and thoroughness of the…