The Automotive Escalation & Retention Specialist is responsible for managing complex customer concerns, ensuring timely resolution of escalated issues, and implementing retention strategies to maintain customer loyalty. This role requires strong communication skills, technical understanding of automotive products/services, and the ability to balance customer satisfaction with business objectives.

Key Responsibilities

1. Escalation Management

• Handle customer complaints and issues that have been escalated beyond frontline support.
• Investigate root causes by coordinating with service, technical, and sales teams.
• Provide clear, empathetic communication to customers while managing expectations.
• Document escalation cases and track resolution timelines.

2. Customer Retention

• Develop and execute retention strategies to reduce churn and increase customer loyalty.
• Offer tailored solutions such as service packages, discounts, or alternative products.
• Identify at-risk customers and proactively engage to resolve concerns.
• Collaborate with marketing and sales teams to design retention campaigns.

3. Technical & Product Support

• Maintain knowledge of automotive products, warranties, and service policies.
• Provide technical explanations or coordinate with engineers/mechanics for accurate solutions.
• Ensure compliance with industry standards and company policies.

4. Relationship Management

• Build long-term relationships with customers by delivering exceptional service.
• Act as a liaison between customers and internal departments.
• Gather customer feedback to improve processes and product offerings.

5. Reporting & Continuous Improvement

• Track escalation and retention metrics (resolution time, churn rate, customer satisfaction).
• Provide regular reports to management with insights and recommendations.
• Suggest process improvements to reduce future escalations.