Senior Advisor Automotive Customer Service Representative (On-Site)

Job Title:

Senior Advisor Automotive Customer Service Representative (On-Site)

Job Description

Join a world-class team in Auburn Hills, MI, as a Senior Advisor Automotive Customer Service Representative! At Concentrix, we’re looking for passionate game-changers to deliver exceptional customer experiences and solutions for one of the world’s best-known brands. If you're ready to grow with a Fortune 500 company with an inclusive, award-winning culture, your new career starts here. (Military veterans are encouraged to apply.)

A NEW CAREER POWERED BY YOU

Are you looking for a career change with a forward-thinking global organization that nurtures a true people-first, inclusive culture and a genuine sense of belonging? Would you like to join a Fortune 500 company that earns “World’s Best Workplaces,” “Best Company Culture,” and “Best Companies for Career Growth” awards every year? Then a Senior Advisor Automotive Customer Service Representative position at Concentrix is the right place for you!

As a Senior Advisor Automotive Customer Service Representative, you’ll join an organically diverse team from around the globe where all members contribute to and support each other’s success and wellbeing, proudly united as “game-changers.” Together, we serve as the intelligent transformation partner for the world’s best-known brands, delivering exceptional customer experiences with tech-powered innovation.

CAREER GROWTH AND PERSONAL DEVELOPMENT
This is a great opportunity to reimagine an all-new career journey and develop “friends for life” at the same time. We’ll give you all the training, technologies, and ongoing support you’ll need to succeed. Plus, at Concentrix, there’s real career (and personal) growth potential. In fact, about 80% of our managers and leaders have been promoted from within! That’s why we offer a range of no-cost learning and leadership development programs designed to set you on your way to the kind of career you’ve always envisioned.

WHAT YOU WILL DO IN THIS ROLE 

As a Senior Advisor Automotive Customer Service Representative, you will:

• Demonstrated experience in dealer, fleet, roadside, or automotive service support and managing escalations end-to-end.
• Strong written and verbal communication skills; ability to follow approved templates while tailoring messaging appropriately.
• Experience with CRM tools to - Proficiency using CRM platforms (Salesforce preferred) for case management, documentation, and customer communication.
• Experience handling complex customer concerns and escalations through resolution.
• Working knowledge of automotive service processes (repair orders, diagnostics, parts/VOR/back orders) and ability to interpret operational signals (e.g., CSMS reports).
• Ability to prioritize and manage multiple queues/tasks under time constraints with high attention to detail.
• Ability to exercise sound judgment and make customer-focused decisions within established guidelines.
• Serve as the single point of contact for customers, dealerships, field personnel, and internal stakeholders during complex case resolution.
• Partner with cross-functional teams including Technical Assistance, Field Operations, Parts, Warranty, Legal, and Brand teams to drive timely resolutions.
• Experience reviewing and interpreting vehicle service histories, repair documentation, and technical information.
• Deliver expert customer experiences…with a smile.
   

YOUR QUALIFICATIONS

Your skills, integrity, and genuine compassion will deliver value and success with every customer interaction. Other qualifications for our Senior Advisor Automotive Customer Service Representative role include:

• One to three years of automotive retail or OEM experience
• Strong analytical and problem-solving skills with the ability to assess complex customer situations, or even Ability to analyze case trends, identify root causes, and recommend appropriate resolutions.
• Executive-level communication and influencing
• Negotiation and conflict resolution
• Strategic thinking
• Required education/licensing/certifications.
• Proficiency in fast-paced multitasking.
• Eagerness to learn new technologies.
• Must reside in the United States and have a valid U.S. address for residence.

WHAT’S IN IT FOR YOU

One of our company’s Culture Beliefs says, “We champion our people.” That’s why we invest in our game-changers, our infrastructure, and our capabilities to ensure long-term success for both our teams and our clients. And we’ll invest in YOU to aid in