Total Case Coordinator

Location: Clarksville, TN
Company: Agero
Employment: Full-Time
Posted: Nov 16, 2020

Minimum Requirements

EDUCATION: High School Diploma/G.E.D or equivalent work experience. EXPERIENCE: 1-2 years of related experience, customer service or contact center environment preferred. Automotive industry experience preferred.SKILLS: Utilizes empathy, listening skills, and a professional, courteous and helpful attitude to focus on providing quality customer service. Possesses the problem solving skills necessary to make decisions and take action based on sound reasoning, and independent judgment. Excellent oral and written communication skills. Able to adapt to a changing work environment and the willingness to learn new skills and develop greater job knowledge.WORKING RELATIONSHIPS: Interfaces with multiple levels within the organization. Communicates with associates, customers and client representatives in a professional manner. Effectively teams with peers, supervisors, and management to achieve corporate and client goals.ADDITIONAL REQUIREMENTS: Minimum 45 wpm typing skills with accuracy and proficiency in MS Word.

Preferred Requirements



Position Type

Full Time - Regular






United States

Job Description


DESCRIPTION SUMMARY: Handles complete case of customer service inquiries and problems associated with the servicing the companies consumer services client base. Answers all customer sales and campaign-related inquiries, including customer problems and/or complaints requiring interpretation, investigation and follow-up. Ensures early intervention and resolution where possible to dealers, field, and consumers. Cultivates and maintains ongoing customer and client relationships.


Investigates sales and campaign-related customer concerns by working with consumers, dealers and client field staff to gain a complete understanding of entire case issues. 

Determines when cases are forwarded/escalated for handling with the involvement of dealers and client field & regional staff, requiring early intervention when affecting important client business targets specifically in the area of dealer location, product inquiries, brochure requests, service campaign follow-up, and sales lead follow-up. 

Determines proper action required for problem resolution and negotiates with dealers to gain their acceptance. Intervenes with field office and/or national office to assist in resolution as required on a case-by-case basis. 

Answers all service calls and documents as appropriate using client's case management system. This includes but is not limited to: dealer location, product inquiries, brochure requests, service campaign follow-up, and sales lead follow-up. 

Assigned to ensure all case coding required under the Transportation Recall Enhancement Accountability & Documentation (TREAD) Act is done properly to ensure appropriate reporting to the NHTSA on behalf of client.

Preserves and maintains ongoing customer relationships (dealers, regional staff, managers), as well as the National Client Field Representatives.

Documents receipt of written correspondence from consumers in the client's case management computer system and responds appropriately as defined by client within specified timelines and escalates to a Total Case Specialist and/or region for further handling. 

Accepts, researches, and resolves all survey cases and e-Web cases as assigned without immediate direction.

Provides real-time input and consultation to client on trends with vehicle inquiries and sales lead issues with dealers and/or voice of customer on sales-related issues. 

Explains all benefits, services, and claims/reimbursement procedures to customers.

Researches product inquiries and provides consistent and efficient follow-through on all customer concerns requiring further investigation.

Attends assigned training sessions for further improvement in client and customer satisfaction, client information and job performance.

Additional duties as assigned.

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