Auto Customer Case Coordinators

Position

Automotive Customer Case Coordinator

By joining Sedgwick, you'll be part of something truly meaningful. It’s what our 33,000 colleagues do every day for people around the world who are facing the unexpected. We invite you to grow your career with us, experience our caring culture, and enjoy work‑life balance. Here, there’s no limit to what you can achieve.

2200 Highway 121 Suite 250, Bedford, TX 76021

• 401K
• Medical, Dental, Vision
• Generous PTO package
• Business Casual Dress Code

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. The coordinator will perform mailing, calling, emailing, and faxing of 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 third parties
• Administrative tasks/data entry
• Build and maintain client/third‑party relationships
• Strengthen client’s brand & maintain trust between client and third parties
• Update customer database systems with owner or vehicle record changes, diary note entries, and workflow case to completion
• Escalate customer, dealer or third‑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 third parties to coordinate the remarketing or reimbursement related processes of vehicle buybacks or recall related activity on behalf of the client, including any necessary paperwork involved.
• Regular contact on each assigned case to ensure the highest level of quality service.

• Type 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, takes appropriate actions to ensure all parties involved needs are met and proactively searches for ways to increase client satisfaction with minimal to no direction from management.
• Demonstrates the ability to speak clearly and convey information orally, both individually and in a group.
• Demonstrates the ability to draft written communication, individually 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 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 fingers and palm
• Hearing – constantly perceive 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 of wrists, hands, and/or fingers
• Seeing – constantly use visual acuity to determine accuracy, neatness and thoroughness of…