Qualifications

• Bachelor's degree in Business, Communications, or related field preferred
• Minimum 8 years' experience in customer relations, automotive service, or dealership operations
• Strong conflict resolution, communication, and negotiation skills
• Ability to manage sensitive issues with professionalism and empathy
• Experience working with cross-functional teams and field operations
• Proficiency in case management systems and reporting tools

Responsibilities

• Oversee and resolve escalated customer issues, including disputes, buybacks, and complex care cases, in coordination with dealers and internal teams
• Partner with Area Managers and dealership personnel to investigate concerns, implement solutions, and improve customer experience processes
• Drive initiatives aimed at increasing customer satisfaction and retention through proactive issue resolution and service recovery strategies
• Identify recurring issues and recommend process enhancements to reduce future customer complaints and improve dealer responsiveness
• Support dealership staff and Area Managers with training and resources to improve customer handling and communication practices
• Ensure all customer cases are documented accurately and handled in accordance with Mopar policies and regulatory requirements

Benefits

• Comprehensive training and development programs
• Opportunities for career advancement within a recognized automotive brand
• Supportive work culture focused on collaboration and customer service excellence
• Access to exclusive employee discounts and benefits
• Engagement in a role that directly impacts customer satisfaction and loyalty