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Regional Escalations Specialist
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:
Assist OGC with California lawsuits by representing Client Company at the following:
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
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
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
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.
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
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
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
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.
Continually innovate and improve.
Execute with commitment, speed and quality.
Foster, embrace and reward a performance based culture
If you need reasonable accommodation to complete the on-line application, please contact the Human Resources Department.
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