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Location

Melbourne, FL | United States

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Job description

Are you passionate about delivering exceptional customer experiences? Join our dynamic team in Melbourne, Florida, where we value your dedication to creating positive interactions. As a Dispute Resolution Specialist, you'll play a crucial role in crafting outstanding customer experiences while immersing yourself in a unique and supportive culture.

Your Responsibilities:
As a member of our Dispute Resolution Program, you will belong to a Tier III escalation group, specializing in resolving Better Business Bureau Auto Line Arbitration complaints. Your main responsibilities include:
Serving as a primary contact for the Customer Relationship Center, addressing inquiries related to Lemon Law
Analyzing and organizing written, audio, and video documents submitted by consumers
Reviewing documents, conducting research, and assessing the validity of content against designated standards
Drafting and submitting positions and supporting documents to defend warranty disputes
Coordinating vehicle builds for replacement vehicles with regional sales reps
Interviewing key witnesses and preparing written settlement offers
Initiating mediation conference calls and providing testimony at arbitrations
Completing necessary system documentation at each level of case handling
Coordinating case handling with various stakeholders, including field personnel, dealerships, and consumers
Responding to discovery requests from the Office of the General Counsel
Miscellaneous duties as assigned

Qualifications:
Education: BS/BA Degree preferred or equivalent related experience in handling escalated claims
Experience: One year of Customer Service/Call Center experience preferred, along with experience in resolving escalated or sensitive consumer complaints. Previous consumer affairs, paralegal, or legal claims experience is a plus, as is automotive dealership experience.

Skills:
Ability to handle cases within a set time frame to meet compliance
Strong verbal and written communication skills, including proficiency in video conference settings
Excellent analytical ability and decision-making skills
Effective negotiation skills
Strong time management and ability to work independently
Proficient in using office equipment and computer skills

What You Can Expect:
Health/Dental/Vision/Life Insurance
Flexible Spending Account (FSA) and Health Savings Account (HSA)
401(k) with company match
Vacation/Sick Time and Paid Holidays
Tuition Reimbursement
Employee Assistance Program
Employee Discount Program
Training and Development Programs (Percepta College)
Employee Rewards Program (Perci Perks)

A Bit More About Your Role:
On-site training with the option for hybrid remote work as needed
Core hours are 8:00 AM - 4:30 PM with some flexibility
Interaction with all internal and external departments and contacts, representing the company professionally

About Us:
Established in 2000, our global contact centers deliver a seamless customer experience to clients worldwide. At our core, we value:
Culture of Service
Teamwork
Respect
Proactive mindset
Career Growth
Diversity
Competitive Compensation

As an Equal Opportunity Employer, we celebrate diversity and encourage a community-minded and fun work environment. We offer competitive wages, great benefits, and programs that promote overall well-being.

As a condition of employment, a background check and, depending on location and client program, a drug test will be required.
Employment Type: Full-Time
Salary: $ 40,000.00 96,000.00 Per Year

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Salary