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Title:   Regional Escalations Specialist
Operations Support
2072
San Francisco
CA
 
Full Time

POSITION DESCRIPTION:
Position Summary: The Regional Escalation Specialist (RES) will represent the Client in the San Francisco area and will be responsible for providing expert witness in litigious meetings.  The RES  will presents the Client ‘s position at various state arbitrations and small claims and will also facilitate vehicle inspections.  


Duties and Responsibilities
  • RES Handle the following case types:
    • Litigation Cases
    • Assist OGC with California lawsuits by representing Client Company at the following:       
    • Depositions
    • Settlement conferences
    • Trial or court appearances
    • Coordinate Legal Vehicle Inspections to include local council, FSE and RES when appropriate. Tools used:
      • Schedule Legal Inspections using TFOAMS
      • Attend select legal vehicle inspections when council requests or when FSE may need a mediator
    • Help FSE inspect RAV turn in units on unique cases when FSE is unavailable
    • Small Claims
    • Represent Client at Small Claims hearing involving breach of warranty and product liability issues.  Case will be assigned by Consumer Affairs or the office of General Council

 

  • RAV      
    • State Arbitration
    • Prepare to represent Client at state arbitration hearings to ensure uniform adherence to state laws and guidelines
    • Proactively utilize customer satisfaction tools and resources required to properly dispose of claims within delegated authority.  Quickly and effectively elevate cases beyond delegated authority to the proper department for handling and disposition as necessary
    • Essential Qualifications
    • Competencies

 

  • Communicate with Consumer Affairs RAV Deployment Manager, Technical Hotline Regional Escalation Coordinator (REC) and/or Customer Relationship Center Management appropriately with any administrative issues.
  • Participate in conference calls with Customer Relationship Center Operations Manager who has responsibility for the REA and the respective market/region the REA is supporting
  • Support continuous improvement by conducting miscellaneous analysis when an opportunity for improved performance and achievement of the REA goals is identified.  Could include ongoing analysis to determine dealers and/or any other factors negatively impacting regional performance or workload
  • Receive and respond to escalations.  This includes acknowledgement of the escalation, review of the issue/details and execution of the required action or confirmation
  • Participate in monthly Region/Market organizational meetings. 

POSITION REQUIREMENTS:
Experience
  • 3 or more years concern resolution experience in the customer service industry, preferable automotive
  • 1 – 2 years of Automotive Experience
  • 1 - 2 years leadership experience or management experience preferred
  • Paralegal background a plus
 
 
Skills
  • Proficient in Microsoft Office Applications, (Word, Excel, Power Point, Outlook, Internet
  • Strong written and oral communication skills with all levels of the organization
  • Strong customer service, interpersonal and relationship-building skills
  • Strong concern resolution skills; ability to diffuse upset customers
  • Strong multi-tasking skills
  • Strong organizational, time management, planning and problem solving skills
  • Self-sufficient, resourceful and works well with minimal supervision
  • Ability to work with various organizational levels to develop and deliver technical material
  • Ability to demonstrate a high degree of professionalism
    • Intermediate Microsoft Word, Microsoft Excel, PowerPoint, Outlook and Internet
    • Experience with Siebel and customer contact systems an asset
 
Other
  • Must be able to interact with all internal and external department and contacts
  • Must represent Percepta and Client professionally with all clients and external organizations and contacts

 

Education
  • BA/BS degree or equivalent work experience 

What We Offer
  • Health benefits for full time employees including Medical & Dental coverage.
  • Paid time off.
  • Discounts on new vehicle purchases.
  • Discounts with local businesses and for entertainment venues.
  •  Outstanding employee recognition programs and events.

As a Percepta employee, you will experience a work environment that is built on a foundation of the following values:
Treat people with dignity and respect.
Demonstrate integrity in the way we conduct business and treat each other.
Promote effective teamwork and open communication.
Be proactive.
Continually innovate and improve.
Execute with commitment, speed and quality.
Foster, embrace and reward a performance based culture 
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