Customer Solutions Specialist

Overview

In this pivotal role, you’ll be the ultimate advocate for our most discerning customers, resolving complex and emotionally charged escalations that reach our senior leadership, including the Board of Directors. You’ll act as a strategic problem-solver, ensuring these critical cases are handled with exceptional care and efficiency, safeguarding our brand reputation and transforming potentially negative experiences into positive ones. The goal of this role is to deliver resolutions so effective that further escalation becomes unnecessary.

Responsibilities:

• Executive Case Management: Receive and prioritize escalated customer complaints directly from top management.
• Strategic Triage and Routing: Efficiently redirect cases pertaining to other regions or brands to the appropriate specialized Top Care teams.
• Comprehensive Investigation: Conduct thorough investigations, leveraging company systems and processes to fully understand customer concerns.
• Solution Facilitation: Proactively coordinate and execute all necessary actions to achieve timely and satisfactory resolutions.
• Dealer Collaboration: Partner with our dealer network to identify and implement effective solutions.
• Internal Stakeholder Engagement: Collaborate with internal corporate teams to secure information and resources needed for resolution.
• Closed-Loop Resolution: Develop and execute detailed action plans, ensuring consistent follow-through and complete case closure.
• Executive Reporting: Provide timely and clear updates to referring parties, as requested.

Qualifications:

• Bachelor’s Degree required.
• Minimum 5+ years of professional experience.
• A genuine passion for customer advocacy and a proactive, “willing to help” attitude.
• Exceptional patience and a consistently friendly demeanor when interacting with diverse customer personalities.
• Ability to thrive in a fast-paced environment, effectively prioritizing and managing workload.
• Proven ability to manage conflicting priorities and deliver results under pressure.
• Strong troubleshooting skills with the ability to provide clear and concise guidance to customers.
• Excellent written and verbal communication skills, with a focus on providing constructive feedback.
• Demonstrated ability or aptitude to quickly grasp automotive/technical concepts and terminology.
• Exceptional empathy and diplomacy, with a willingness to apologize and demonstrate genuine understanding.
• Proficiency in Microsoft Office/Google Suite, and web browsers (Internet Explorer, Edge, Google Chrome).
• Ability to quickly learn and effectively utilize internal/proprietary customer management applications.
• Strong relationship-building and collaboration skills with dealer personnel and internal stakeholders.
• Flexibility to work a dynamic schedule.

Preferred Qualifications:

• 2+ years of customer service experience, ideally in a contact center or dealership environment.
• Experience working with premium brands, luxury hospitality, or high-end retail.
• Experience with cloud-based CRM and telephone systems.

The target hiring compensation range for this role is $29.99 to $33.33 an hour. Compensation is based on several factors including, but not limited to education, relevant work experience, relevant certifications, and location.

About Aquent Talent:

Aquent Talent connects the best talent in marketing, creative, and design with the world’s biggest brands.

Our eligible talent get access to amazing benefits like subsidized health, vision, and dental plans, paid sick leave, and retirement plans with a match. We also offer free online training through Aquent Gymnasium. More information on our awesome benefits! 

Aquent is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. We’re about creating an inclusive environment—one where different backgrounds, experiences, and perspectives are valued, and everyone can contribute, grow their careers, and thrive.