Customer Relations Specialist – Escalated Case Resolution

Job Description

Customer Relations Senior Specialist | Porsche Cars North America

The Tone:
This is a senior specialist position at Porsche Cars North America, a renowned luxury automotive company. This role is crucial for upholding the brand’s prestigious reputation by expertly managing and resolving complex customer disputes. The individual in this role plays a direct part in evaluating potential legal risks, mitigating financial exposure, and fostering lasting customer satisfaction and brand loyalty.

The TL;DR
• Role: Customer Relations Senior Specialist
• Type: Full-time
• Location: In-person, Atlanta, GA
• Pay: $65000–$75000 yearly
• Team: Reports to the Senior Manager, Customer Relations
• Mission: Resolve escalated “Priority A” Porsche customer cases, mitigating legal and financial risks while ensuring customer satisfaction and brand retention.
• Tech Stack: Microsoft Office, CRM (SAP), Adobe Acrobat Reader/Writer, Internet, PowerPoint

What You’ll Actually Do
• Case Resolution: Manage and resolve all escalated “Priority A” Porsche customer cases, driving timely, creative resolutions that promote satisfaction and brand retention.
• Risk Mitigation: Evaluate Lemon Law risk by state and perform preliminary repair history analysis to determine legal, financial, and customer retention risks, initiating deeper analysis as needed.
• Financial Protection: Utilize a self-authorization limit of up to $10,000 per case to mitigate potential legal risks and protect the financial interests of PCNA through negotiation and/or mediation.
• Caseload Management: Organize and manage a caseload of approximately 40 Priority A cases per week, ensuring consistent customer contact and updates, and counseling on arbitration when beneficial.
• Program Development: Assist the Senior Manager in developing and supervising customer relations programs and strategies focused on reducing case handling time, repurchases, and spending, while increasing customer retention, including dealership training.

The Must-Haves
• Background: Bachelor’s Degree in Business Management or equivalent experience, focusing on customer relations within a corporate setting.
• Experience: Minimum 3 years of Customer Relations experience, 2 years of Negotiation experience, and 3 years of Automotive Industry experience, with a preference for high-end customer relations and 5 years in the automotive sector.
• Skills: Excellent oral and written communication with occasional public speaking, strong interpersonal and negotiation skills focused on conflict resolution, critical thinking, and good organizational skills.
• Bonus: Lemon Law experience, or a Certified Mediation or Paralegal certificate are a plus.