Automotive Customer Service Representative
Concentrix, Farmington Hills, MI, United States
Job Title
Automotive Customer Service Representative
Job Description
The role engages with customers through inbound and outbound calls and/or online channels, delivering exceptional customer service and technical support by resolving routine inquiries and issues related to client products and services.
Responsibilities
Receive inbound calls and/or requests from dealerships, regions, clients and other external contacts
Respond to customer concerns via email and phone using professionalism, problem solving skills and exemplary customer service
Access and update secured or sensitive data in internal and external databases
Maintain professional relationships with customers and business partners (both internal and external)
Process, approve or deny claims in accordance with OEM program guidelines
Keep all Personally Identifiable Information (PII) secured at all times
Track the status of claim documentation received and processed
Provide information, data, and direction as required
Understand the program, process and client requirements, database understanding and online access
Escalate appropriate problems to Team Lead or Senior Team Lead
Perform follow‑up on existing claims and close claim as appropriate
Perform tasks as requested by Team Lead
Navigate computer programs through multiple screens
Understand and apply policies and procedures associated within the department
Meet specific performance standards
Perform some outbound follow‑up as required
Read and research relevant materials and resources to stay current with program knowledge
Complete detailed report proofing in a timely manner
Perform general administrative duties of the department
Maintain strict adherence to the company tardiness and absenteeism policy
Maintain a high level of confidentiality in all duties
Deliver expert customer experiences with a smile
Qualifications
Must be located near the Farmington Hills, MI site
Minimum 3 years of experience in customer relations; experience with automotive/dealerships preferred
Intermediate proficiency in Microsoft Office (Word, Excel, Outlook)
Problem‑solving skills, detail oriented, able to work independently and under pressure; self‑starter capable of prioritizing tasks to meet deadlines and production schedules
General data entry skills; use of Microsoft Internet Explorer, Word, Excel, and Outlook
Strong analytical and problem‑solving skills to review and troubleshoot data, reporting, and incentive claim processing and payment history
Flexibility, organization, multitasking ability, and strong customer service, written and verbal communication skills
Benefits
Base salary of $20/hr (pay rate will not be below the applicable minimum wage) plus incentives aligned with performance
Medical, dental, and vision insurance; comprehensive employee assistance program (EAP); 401(k) retirement plan; paid time off and holidays; paid training days
DailyPay enrollment option for early access to pay
Company networking opportunities in various professional groups (Women, Black Professionals, LGBTQ+ Pride, Disabilities, Neurodiversity, Women in Tech, OneEarth Champions, etc.)
Health and wellness programs
Mentorship programs and career support initiatives
Modern office setting with advanced technologies and a collaborative team
Programs and events supporting diversity, equity, inclusion, global citizenship, sustainability, and community support
Physical and Mental Requirements The employee is regularly required to operate a computer, keyboard, telephone/headset, and/or other office equipment as essential functions of this position. Work is generally sedentary in nature.
Equal Employment Opportunity Concentrix is an equal opportunity and affirmative action (EEO‑AA) employer. We promote equal opportunity to all qualified individuals and do not discriminate in any phase of the employment process based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy or related condition, disability, status as a protected veteran, or any other basis protected by law.
Accommodation Concentrix welcomes and encourages applications from candidates with disabilities and is committed to providing an inclusive recruitment process. If you require reasonable accommodation to participate in any stage of the application or interview process, please let us know. Requests may be made by contacting app.acco@concentrix.com. All information will be treated confidentially and used solely to facilitate your participation in the recruitment process.
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Automotive Customer Service Representative
Job Description
The role engages with customers through inbound and outbound calls and/or online channels, delivering exceptional customer service and technical support by resolving routine inquiries and issues related to client products and services.
Responsibilities
Receive inbound calls and/or requests from dealerships, regions, clients and other external contacts
Respond to customer concerns via email and phone using professionalism, problem solving skills and exemplary customer service
Access and update secured or sensitive data in internal and external databases
Maintain professional relationships with customers and business partners (both internal and external)
Process, approve or deny claims in accordance with OEM program guidelines
Keep all Personally Identifiable Information (PII) secured at all times
Track the status of claim documentation received and processed
Provide information, data, and direction as required
Understand the program, process and client requirements, database understanding and online access
Escalate appropriate problems to Team Lead or Senior Team Lead
Perform follow‑up on existing claims and close claim as appropriate
Perform tasks as requested by Team Lead
Navigate computer programs through multiple screens
Understand and apply policies and procedures associated within the department
Meet specific performance standards
Perform some outbound follow‑up as required
Read and research relevant materials and resources to stay current with program knowledge
Complete detailed report proofing in a timely manner
Perform general administrative duties of the department
Maintain strict adherence to the company tardiness and absenteeism policy
Maintain a high level of confidentiality in all duties
Deliver expert customer experiences with a smile
Qualifications
Must be located near the Farmington Hills, MI site
Minimum 3 years of experience in customer relations; experience with automotive/dealerships preferred
Intermediate proficiency in Microsoft Office (Word, Excel, Outlook)
Problem‑solving skills, detail oriented, able to work independently and under pressure; self‑starter capable of prioritizing tasks to meet deadlines and production schedules
General data entry skills; use of Microsoft Internet Explorer, Word, Excel, and Outlook
Strong analytical and problem‑solving skills to review and troubleshoot data, reporting, and incentive claim processing and payment history
Flexibility, organization, multitasking ability, and strong customer service, written and verbal communication skills
Benefits
Base salary of $20/hr (pay rate will not be below the applicable minimum wage) plus incentives aligned with performance
Medical, dental, and vision insurance; comprehensive employee assistance program (EAP); 401(k) retirement plan; paid time off and holidays; paid training days
DailyPay enrollment option for early access to pay
Company networking opportunities in various professional groups (Women, Black Professionals, LGBTQ+ Pride, Disabilities, Neurodiversity, Women in Tech, OneEarth Champions, etc.)
Health and wellness programs
Mentorship programs and career support initiatives
Modern office setting with advanced technologies and a collaborative team
Programs and events supporting diversity, equity, inclusion, global citizenship, sustainability, and community support
Physical and Mental Requirements The employee is regularly required to operate a computer, keyboard, telephone/headset, and/or other office equipment as essential functions of this position. Work is generally sedentary in nature.
Equal Employment Opportunity Concentrix is an equal opportunity and affirmative action (EEO‑AA) employer. We promote equal opportunity to all qualified individuals and do not discriminate in any phase of the employment process based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy or related condition, disability, status as a protected veteran, or any other basis protected by law.
Accommodation Concentrix welcomes and encourages applications from candidates with disabilities and is committed to providing an inclusive recruitment process. If you require reasonable accommodation to participate in any stage of the application or interview process, please let us know. Requests may be made by contacting app.acco@concentrix.com. All information will be treated confidentially and used solely to facilitate your participation in the recruitment process.
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