Regional Case Manager

Join a world-class team in McLean, VA, as a Regional Case Manager / Automotive Tech Support Rep! At Concentrix, we’re looking for passionate game-changers to deliver exceptional customer experiences and tech-based solutions for one of the world’s best-known brands. If you're ready to grow with a Fortune 500 company with an inclusive, award-winning culture, your new career starts here. (Military veterans are encouraged to apply.)

Are you looking for a career change with a forward-thinking global organization that nurtures a true people-first, inclusive culture and a genuine sense of belonging? Would you like to join a Fortune 500 company that earns “
World’s Best Workplaces
,” “
Best Company Culture
,” and “
Best Companies for Career Growth
” awards every year? Then an Automotive Customer Support Specialist position at Concentrix is the right place for you!

As a Regional Case Manager, you’ll join an organically diverse team from around the globe where all members contribute to and support each other’s success and wellbeing, proudly united as “game-changers.” Together, we serve as the intelligent transformation partner for the world’s best-known brands, delivering exceptional customer experiences with tech-powered innovation.

This is a great opportunity to reimagine an all-new career journey and develop “friends for life” at the same time. We’ll give you all the training, technologies, and ongoing support you’ll need to succeed. Plus, at Concentrix, there’s real career (and personal) growth potential. In fact, about 80% of our managers and leaders have been promoted from within! That’s why we offer a range of no-cost learning and leadership development programs designed to set you on your way to the kind of career you’ve always envisioned.

As an Regional Case Manager, you will:

• Manage and resolve escalated customer concerns related to vehicle repairs, warranty coverage, dealership interactions, backordered parts, alternate transportation, and product performance issues.
• Handle Tier 2 and Tier 3 customer cases, ensuring timely and appropriate resolution.
• Manage executive, Attorney General (AG), Better Business Bureau (BBB), and third-party escalation cases.
• Analyze and evaluate lemon law claims and support related arbitration and settlement activities.
• Provide expedited handling of executive and field escalations.
• Prioritize dealer sales complaints and customer concerns involving dealership interactions.
• Handle social media escalations related to dealership complaints and customer experience concerns.
• Support buyback prevention efforts through case review, research, and resolution recommendations.
• Deliver expert customer experiences…with a smile.

• High School diploma or GED, and be at least 18 years of age.
• Minimum 5 years of customer service experience.
• Experience handling customer satisfaction issues, call center operations, or case management functions.
• Working knowledge of lemon law processes within the US, warranty policies, automotive retail and dealership operations, and escalation processes
• Experience managing escalated customer concerns and complex case resolutions.
• Experience handling customer satisfaction issues, call center operations, or case management functions.
• Proficiency in fast-paced multi-tasking.
• Eagerness to learn new technologies.
• Must reside in the United States and have a valid U.S. address for residence.

One of our company’s Culture Beliefs says, “We champion our people.” That’s why we invest in our game-changers, our infrastructure, and our capabilities to ensure long-term success for both our teams and our clients. And we’ll invest in YOU to aid in your career path and in your…