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Description

A small number of customers may contact organizations senior leadership, including members of the Board of Directors (BOD), Top Executive Team or the Executive leader of a specific organization Brand or function, directly with a complaint. These customers may have already interacted with Customer Care or a company dealership and are looking to escalate their complaint to a higher authority. These customers will be handled by a Top Care Executive Referrals Manager.

The Executive Referrals Manager will resolve these often complex and emotional complaints in a way that the customer will have no need to again contact the organizations leadership team, protecting the customer brand reputation and improving the customer experience.

Activities to manage include, but are not limited to:

• Receive escalated cases received by top management

• Route cases received for other regions/brands to the appropriate Top Care team

• Investigate the customer’s request for support and carry out research as required using company systems and processes

• Facilitate all necessary actions to bring the case to resolution

• Work with the organizations dealer network to find a solution

• Escalate to internal corporate organizations, as required, in order to provide the customer with the information or solution to resolve the request

• Agree on an action plan and then follow through to conclusion using closed-loop case management

• Provide updates if/as requested by the referring party

Skills & Qualifications

• Bachelor's Degree

• 5 + years professional working experience

• Flexibility and adaptability to work in a fast-paced environment; prioritize and manage own workload

Preferred Requirements:

• 2+ years of customer service experience preferably in a contact center or dealership.

• Previous experience with other premium brands, luxury hospitality or retail.

• Experience with cloud-based CRM and telephony tools.

Pay and Benefits

The pay range for this position is $27.00 - $27.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life & AD&D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a hybrid position in Auburn Hills,MI.

Application Deadline

This position is anticipated to close on Jun 20, 2025.

About TEKsystems and TEKsystems Global Services

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.