Mediation Specialist

The ideal candidate for the Mediation Specialist will be expected to demonstrate excellence and possess the ability to learn quickly and to strive for perfection within a fast-paced environment. The Mediation Specialist will be responsible for providing a superior level of customer service and attention to customers who encounter unsatisfactory experiences with their vehicle. This position will need to acknowledge notice of complaints, perform root-cause analysis. This role will negotiate basic or moderately complex situations. The ideal candidate will deliver communications that are always timely, detailed, and compassionate to ensure customer satisfaction. This candidate will work independently or collaboratively and be able prioritize and manage their own workloads. This individual will also ensure each resolution will be optimized for each situation, in accordance with established processes and requirements. 

Key Responsibilities:

• Research product inquiries and provides consistent and efficient follow-through on all customer concerns requiring further investigation.
• Respond to customer communications, concerns, or issues in relation to their concern, with a focus on prevention and early intervention for customer retention and interception of any repurchase or replacement vehicle requests. 
• Gather required documents for thorough case assessment with relevant stakeholders Negotiate settlements with customers in the interest of customer retention and Lifetime Owner Loyalty as an alternative to a vehicle buyback Extensive interaction with field service teams to ensure accuracy of information Advocate for customer expectations throughout the entire investigative process.
• Review case in detail to evaluate and investigate information from documentation such as sales documents, loan contracts, Work Orders, customer lifecycle, receipts, or other pertinent details or documents.  
• Make and maintain a connection with the customer by understanding needs, managing expectations, and serving the customer with empathy. 
• Facilitate expeditious outcomes of investigations.
• Assist in settling procedural matters. 
• Capture issues, concerns, needs, and interests of all parties involved through case management tool or other resources.  
• Contribute to business objectives, performance metrics, and effectively use tools & technology to meet existing or new goals.
• Provide real time input and consultation around trends with vehicles, parts or Voice of Customer around recurring issues. 

Role Qualifications:

• Bachelor’s Degree and/or 4+ years in litigation, customer service, or related work experience, at least one of which is in an automotive, or adjustment fields. 
• Experience working under pressure in a fast-paced environment while consistently meeting standards for productivity and quality. 
• Highly analytical while remaining empathetic, as to accurately evaluate information and provide an appropriate determination. 
• Experienced communication skills such as, but not limited to, active listening and negotiation skills. 
• Ability to decipher highly nuanced documentation, while utilizing knowledge of automotive repair information, services, techniques and/or litigation trends.  
• Strong knowledge of various computer operating systems and Microsoft Office Suite products.