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Position: Remote Customer Service Representative – Escalations
Pay: $17 per hour
Job Type: Full-time
Schedule: Monday to Friday, Morning Shift
Summary:
As a Tier 2 Escalation Customer Service Representative, you will deliver high-quality, white-glove customer support remotely, resolving complex guest issues with personalized attention. You’ll manage escalated cases, coordinating resolution timelines and compensation as needed, while providing guidance on customer concerns. This role involves working closely with car dealers, internal teams, and technical specialists to address customer needs related to vehicle diagnosis, repair, or sales/service experiences.
Key Responsibilities
- Address complex and escalated guest issues with proactive, tailored follow-up.
- Partner with car dealers, guests, and internal teams to assist in resolving vehicle repair concerns, including repeat or prolonged service matters.
- Conduct in-depth research through product guides and consultation with technical teams.
- Resolve guest complaints related to sales experiences, including lease-end, vehicle delivery issues, and sales/finance inquiries.
- Handle service-related complaints, including warranty disputes, repair costs, and product liability issues.
Additional Responsibilities
- Evaluate and negotiate lemon law claims and support internal partners in resolution.
- Manage communications with executive contacts, providing expedited VIP-level support.
Requirements
- Education: High School diploma or GED
- Experience: 1-2 years in case management
- Skills:
- Strong proficiency in Windows-based applications and MS Office
- Knowledge of the automotive or luxury brand industry is preferred
- Excellent problem-solving skills, empathy, and ability to de-escalate issues
- Effective communication skills, both written and verbal
- Ability to craft professional emails and manage case documentation thoroughly
- Capable of working under pressure with strong organizational and time management skills
Work Environment and Physical Requirements
- Ability to maintain high call volume in a call center environment.
- Work from a remote setup with standard office equipment.
Benefits
- 401(k)
- Dental, health, and vision insurance
- Paid time off and training
- Flexible scheduling options
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