Regional Case Manager

About the role

Join a world‑class team in McLean, VA, as a Regional Case Manager / Automotive Tech Support Representative at Concentrix. You’ll deliver exceptional customer experiences and tech‑based solutions for a globally recognized brand, working within an inclusive, award‑winning culture that values personal and professional growth.

Career Growth and Personal Development

Concentrix provides comprehensive training, cutting‑edge technologies, and ongoing support to help you succeed. About 80 % of managers and leaders are promoted from within, and you’ll have access to no‑cost learning and leadership development programs designed to advance your career.

Responsibilities

• Manage and resolve escalated customer concerns related to vehicle repairs, warranty coverage, dealership interactions, back‑ordered 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 buy‑back prevention efforts through case review, research, and resolution recommendations.
• Deliver expert customer experiences with a positive attitude.

Qualifications

• High School diploma or GED; must be at least 18 years old.
• Minimum 5 years of customer service experience, including handling satisfaction issues, call‑center operations, or case‑management functions.
• Working knowledge of U.S. lemon‑law processes, warranty policies, automotive retail and dealership operations, and escalation procedures.
• Experience managing escalated customer concerns and complex case resolutions.
• Proficiency in fast‑paced multitasking and eagerness to learn new technologies.
• U.S. residence with a valid address.

Pay

The base salary range for this position is $21.00 per hour (pay rate will not be below the applicable minimum wage). Actual compensation varies based on work location, qualifications, skills, education, experience, and competencies.

Benefits

• Medical, dental, and vision insurance
• Comprehensive employee assistance program
• 401(k) retirement plan
• Paid time off and holidays
• Paid learning days
• Paid training and lucrative employee referral program
• DailyPay enrollment option for early access to earnings
• Opportunity to work at the client’s regional offices, including HQ in California after 14 months
• Health and wellness programs with trained partners
• Mentorship programs supporting career growth
• Modern, state‑of‑the‑art office environment with advanced technologies
• Inclusion and belonging initiatives, global citizenship, sustainability, and community support programs
• Company networking groups (Women, Black Professionals, LGBTQ+ Pride, Ability, Dynamic, Women in Tech, OneEarth Champions, Wise Owls, etc.)
• Additional perks and benefits