Auto Customer Case Coordinators

3 months ago

Bedford, United States Sedgwick Full time

Taking care of people is at the heart of everything we do, and we start by taking care of you, our valued colleague. A career at Sedgwick means experiencing our culture of caring. It means having flexibility and time for all the things that are important to you. It’s an opportunity to do something meaningful, each and every day. It’s having support for your mental, physical, financial and professional needs. It means sharpening your skills and growing your career. And it means working in an environment that celebrates diversity and is fair and inclusive. 

A career at Sedgwick is where passion meets purpose to make a positive impact on the world through the people and organizations we serve. If you are someone who is driven to make a difference, who enjoys a challenge and above all, if you’re someone who cares, there’s a place for you here. Join us and contribute to Sedgwick being a great place to work.


Great Place to Work®
Most Loved Workplace® 
Forbes Best-in-State Employer

Auto Customer Case Coordinators

Our teams connect We collaborate in the office . Our Bedford office is located at: 2200 Highway 121 Suite 250
Bedford, TX 76021
 

Are you detail-oriented, process-driven, and possess strong communication skills? Are you customer- centric? Do you enjoy working on a computer navigating multiple systems? Are you seeking the beginning of a promising career with growth opportunity?

We are hiring for Automotive Customer Case Coordinators. We help auto
customers through the manufacturing claims process.

Position Purpose:

This role is expected to communicate with customers, financial institutions, attorneys, and auto dealership personnel to coordinate various buyback vehicle activities or reimbursement activities on behalf of the client, including but not limited to: mailing, calling, emailing and faxing appropriate parties to complete required tasks. They must have an understanding and be compliant with the necessary paperwork and vehicle remarketing or reimbursement requirements of each Client’s guidelines and be able to complete tasks in a timely manner.

Key Position Activities:

Provide exceptional customer service at all times

De-escalate parties with prolonged process issues

Liaise between manufacturer, dealer, and other 3rd parties

Administrative tasks/data entry

Build and maintain client/3rd party relationships

Strengthen clients’ brand & maintain trust between client and 3rd parties

Update customer database systems with owner or vehicle record changes, diary note entries, and workflow case to completion

Escalate customer, dealer or 3rd party issues to manager as appropriate

Ensure quality of service on all phone calls

Ability to multi-task with phone and computer

Adhere to company policies and responsibly manage time & attendance

Assist with other duties as assigned

Understand and become proficient within our various case management systems

Scope of Work:

Daily contact with dealership personnel, financial institutions, and other 3rd parties to coordinate the remarketing or reimbursement related processes of vehicle buybacks or recall related activity on behalf of the client. This includes any necessary paperwork involved.

Regular contact on each assigned case to ensure the highest level of quality service.

Education and Experience Required:

Type 40+ WPM, meet required data entry and customer service experience assessments

Exceptional verbal communication & Phone de-escalation skills

High School Diploma or GED required

Bachelor’s degree preferred or some college course work completed 2+ years of customer service experience preferred

Solid verbal communication skills with a professional telephone etiquette

Basic math, reading, writing, organizational skills, and problem-solving capabilities

Meet background verification requirements

Proficient with Microsoft Office

Proficient in Computer Skills

Key Competencies: 

Demonstrates the ability to identify and understand the process needs, takes appropriate actions to ensure all parties involved needs are met and proactively searches for ways to increase Client satisfaction, with minimal to no direction from management.

Demonstrates the ability to speak clearly and convey information orally, both on an individual basis and in a group.

Demonstrates the ability to draft written communication, both on an individual basis and in a group.

Demonstrates the ability to positively and confidently share opinions and feelings in the spirit of cooperation and team building. Accurately communicates with others regardless of their status or position.

Demonstrates the ability to deal openly and honestly with customers and management while building credibility and maintaining trust. Exhibits confidence and collaboration for the needs of parties involved. Is perceived by other as being helpful and supportive.
 

Other (i.e. physical requirements, travel, etc. that is not covered above:

Position requires the following physical activity:

Grasping – frequently apply pressure to an object with the fingers and palm

Hearing – constantly perceiving the nature of sounds at normal speaking levels with or without correction

Reaching – frequently extend hand (s) and arm (s) in any direction

Repetitive motion – frequent substantial movements (motions) of the wrists, hands and/or fingers

Seeing – constantly use visual acuity to determine the accuracy, neatness and thoroughness of the work assigned or to make general observations

Sitting – frequently sit for sustained periods of time

Talking – constantly expressing or exchanging ideas by means of the spoken word

Visual acuity - Must have close visual acuity to perform activities such as, preparing and analyzing data and figures, viewing a computer terminal, extensive reading, filing papers, operating a vehicle, etc.

Sedgwick is an Equal Opportunity Employer and a Drug-Free Workplace.

If you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, consider applying for it anyway Sedgwick is building a diverse, equitable, and inclusive workplace and recognizes that each person possesses a unique combination of skills, knowledge, and experience. You may be just the right candidate for this or other roles.

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