Customer Resolution and Retention Specialist
: Job Details :

Akkodis is seeking a Customer Resolution and Retention Specialist with a client located in Auburn Hills, MI. You will be responsible for resolving the most escalated customer concerns and balancing financial and legal exposure related to vehicle issues, including Lemon Law, Better Business Bureau (BBB) cases, and attorney claims. This role focuses on compliance and risk management, as well as working with field, dealer, and customer service teams.

Pay Range: $26.60 - $32.60/hr + subsidiary benefits (The rate may be negotiable based on experience, education, geographic location, and other factors.)

Customer Resolution and Retention Specialist Job Summary:

Key Responsibilities:

• Investigate and analyze highly escalated customer cases, including BBB, state Attorney General offices, and attorney claims. This involves interpreting service records, repair orders, and the vehicle's repair history.
• Negotiate settlements within mandatory timeframes, balancing customer loyalty with company economic goals.
• Advise field and dealership personnel on the financial implications of buyback transactions and trade assists.
• Review cases with field teams, providing guidance on state-specific laws.
• Prepare legal arguments for Lemon Law cases.
• Act as a liaison between regional teams and distribution, managing replacement vehicle orders and ensuring specifications meet customer needs, with proper shipping arrangements.
• Facilitate buyback transactions, ensuring compliance with legal documentation, accurate accounting, lien holder payoffs, and vehicle delivery for replacements.
• Assist internal audit and accounting departments with various requirements.
• Ensure proper disclosure of buybacks according to state law.

Qualifications:

• Excellent communication skills, including interpersonal, presentation, and written communication.
• Ability to integrate and connect people, processes, and systems.
• Skilled in influencing and negotiation.
• Knowledge of sale and lease contracts.

If you are interested in this Customer Resolution and Retention Specialist job in Auburn Hills, MI then please click APPLY NOW. For other opportunities available at Akkodis go to www.akkodis.com. If you have questions about the position, please contact Nandakini Sajwan at 610 ### #### or ...@akkodisgroup.com.

Equal Opportunity Employer/Veterans/Disabled

Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, an EAP program, commuter benefits, and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable. Disclaimer: These benefit offerings do not apply to client-recruited jobs and jobs that are direct hires to a client.

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The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

· The California Fair Chance Act

· Los Angeles City Fair Chance Ordinance

· Los Angeles County Fair Chance Ordinance for Employers

· San Francisco Fair Chance Ordinance