Complaints Specialist
Core
Resolve high-risk complaints and complex escalations from car dealers, managing reputation risk and coordinating cross-department responses.
Role type
Senior IC complaints specialist (dealer resolutions)
Builds
Resolved dealer escalations and mitigated brand/legal risks
Domain
Automotive marketplace
Deliverable
client delivery
Required skills
high-stakes escalation management, reputation risk mitigation, incident response coordination, goodwill administration, root-cause analysis, compliance and audit readiness
Preferred skills
motor industry knowledge, risk assessment, preventive approach
Responsibilities
Own and resolve complex dealer escalations from intake to final resolution, proactively identify and manage brand and legal risks, lead immediate response to critical service incidents, exercise judgment in awarding financial compensation or fee waivers, analyze complaint data to implement process changes, ensure case documentation adheres to regulatory guidelines and SLAs
