Mediation Specialist

Lucid Motors•Newark, NJ

About The Position

At Lucid, we aim to introduce captivating, luxury electric vehicles that elevate the human experience. We strive to lead in luxury electric by focusing on great design, serving the individual and environment. The Mediation Specialist will provide superior customer service to customers experiencing unsatisfactory vehicle issues, performing root-cause analysis, and negotiating basic to moderately complex situations. This role requires timely, detailed, and compassionate communication to ensure customer satisfaction, working independently or collaboratively to prioritize workloads and optimize resolutions according to established processes.

Requirements

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.

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.