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ProfileCounsel, Customer Service Specialist The candidate will be working collaboratively with national and regional offices, legal department and engineering department to promptly evaluate customer claims regarding warranties, vehicle repairs, repeat repair visits, safety allegations and dealership complaints. Will be assisting with coaching and developing staff to ensure timely responses to customers both verbally and in writing. Ensuring compliance of lemon law claims handling pursuant to all state, legal, Better Business Bureau arbitration, statutory and regulatory bodies, and complying with all procedures and requirements. Reviewing denial, goodwill reimbursement and vehicle repurchase recommendations. Assisting with hiring and evaluating performance, allocating workload and responsibilities, providing guidance and direction, and supporting case manager development and growth. Through effective case management, providing comprehensive analysis and assessments that will result in an action plan to address customers’ complaints and concerns. Collaborating on developing, maintaining, and updating processes and procedures. Complying with data collection, safekeeping of case documents and reporting in accordance with policies and federal Tread Act. Preparing written reports and graphs for management review pertaining to trends in customer complaints in addition to regularly overseeing key performance metrics, dashboards and reports. Should have Juris Doctor degree from an ABA-approved law school. Familiarity with the lemon law is a plus. Familiarity with the automotive industry is a plus.
Morley Companies Inc
1 Morley Plaza
Saginaw, MI 48603