Mediation Specialist
LucidmotorsSouthfield, United States
ContractOn-siteMid$2,080 - $1,456,000 / YearLimited info disclosed
6 views0 applications
Description
<div class="content-intro"><p><span style="text-decoration: underline;"><span data-contrast="none">About Lucid</span></span></p> <p><span data-contrast="none">At Lucid, we are creating exceptional mobility experiences through innovation to drive the world forward. Built on Lucid's proprietary technology and software-defined vehicle architecture, our award-winning vehicles bring our "Compromise Nothing™" approach to the global automotive market. That means refusing to choose between performance and sustainability, design and engineering, ambition and integrity. In Lucid Air and Lucid Gravity, we have designed and built vehicles that have redefined their segments, combining exceptional range, performance, design, and expansive space in a single experience.</span><span data-ccp-props="{"201341983":0,"335559738":210,"335559739":210,"335559740":300}"> </span></p> <p><span data-contrast="none">We achieve this through deep vertical integration, with design, engineering, and production happening in-house across our global offices and manufacturing facilities. Our teams come from industries around the world, united by a shared commitment to excellence. By refusing to settle, you can help redefine what's possible and shape the future of mobility.</span></p></div><p></p> <p>The ideal candidate for the <strong>Mediation Specialist</strong> will be expected to demonstrate excellence and possess the ability to learn quickly and to strive for perfection within a fast-paced environment. The Mediation Specialist will be responsible for providing a superior level of customer service and attention to customers who encounter unsatisfactory experiences with their vehicle. This position will need to acknowledge notice of complaints, perform root-cause analysis. This role will negotiate basic or moderately complex situations. The ideal candidate will deliver communications that are always timely, detailed, and compassionate to ensure customer satisfaction. This candidate will work independently or collaboratively and be able prioritize and manage their own workloads. This individual will also ensure each resolution will be optimized for each situation, in accordance with established processes and requirements. <br><br><strong>Key Responsibilities:</strong></p> <ul> <li>Research product inquiries and provides consistent and efficient follow-through on all customer concerns requiring further investigation.</li> <li>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. </li> <li>Gather required documents for thorough case assessment with relevant stakeholders </li> <li>Negotiate settlements with customers in the interest of customer retention and Lifetime Owner Loyalty as an alternative to a vehicle buyback</li> <li>Extensive interaction with field service teams to ensure accuracy of information Advocate for customer expectations throughout the entire investigative process.</li> <li>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. </li> <li>Make and maintain a connection with the customer by understanding needs, managing expectations, and serving the customer with empathy. </li> <li>Facilitate expeditious outcomes of investigations.</li> <li>Assist in settling procedural matters. </li> <li>Capture issues, concerns, needs, and interests of all parties involved through case management tool or other resources. </li> <li>Contribute to business objectives, performance metrics, and effectively use tools & technology to meet existing or new goals.</li> <li>Provide real time input and consultation around trends with vehicles, parts or Voice of Customer around recurring issues. </li> </ul> <p><strong>Role Qualifications:</strong></p> <ul> <li>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. </li> <li>Experience working under pressure in a fast-paced environment while consistently meeting standards for productivity and quality. </li> <li>Highly analytical while remaining empathetic, as to accurately evaluate information and provide an appropriate determination. </li> <li>Experienced communication skills such as, but not limited to, active listening and negotiation skills. </li> <li>Ability to decipher highly nuanced documentation, while utilizing knowledge of automotive repair information, services, techniques and/or litigation trends. </li> <li>Strong knowledge of various computer operating systems and Microsoft Office Suite products. </li> </ul> <div>At Lucid, we don't just welcome diversity - we celebrate it! Lucid Motors is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, national or ethnic origin, age, religion, disability, sexual orientation, gender, gender identity and expression, marital status, and any other characteristic protected under applicable State or Federal laws and regulations.</div><div class="content-pay-transparency"><div class="pay-input"><div class="description"><div> <div><strong>Salary Range</strong>: The compensation range for this position is specific to the locations listed below and is the range Lucid reasonably and in good faith expects to pay for the position taking into account the wide variety of factors that are considered in making compensation decisions, including job-related knowledge; skillset; experience, education and training; certifications; and other relevant business and organizational factors.</div> </div> <div> </div></div><div class="title">Base Pay Range (Annual)</div><div class="pay-range"><span>$59,200</span><span class="divider">—</span><span>$81,400 USD</span></div></div></div><div class="content-conclusion"><div> <p data-ccp-border-top="0px none " data-ccp-padding-top="0px" data-ccp-border-bottom="1px solid #000000" data-ccp-padding-bottom="1.3333333333333333px"><span data-contrast="auto"><span class="TextRun Underlined MacChromeBold SCXW258898025 BCX0" lang="EN-US" data-contrast="auto"><strong><span class="NormalTextRun CommentStart SCXW258898025 BCX0">Compensation</span></strong><span class="NormalTextRun SCXW258898025 BCX0"><strong> & Benefits:<span data-teams="true"> </span></strong><span data-teams="true">Lucid offers a comprehensive and competitive </span><span data-teams="true"><a id="menur13jl" class="fui-Link ___1q1shib f2hkw1w f3rmtva f1ewtqcl fyind8e f1k6fduh f1w7gpdv fk6fouc fjoy568 figsok6 f1s184ao f1mk8lai fnbmjn9 f1o700av f13mvf36 f1cmlufx f9n3di6 f1ids18y f1tx3yz7 f1deo86v f1eh06m1 f1iescvh fhgqx19 f1olyrje f1p93eir f1nev41a f1h8hb77 f1lqvz6u f10aw75t fsle3fq f17ae5zn" href="https://mylucidbenefits.com/" target="_blank">benefits package</a> including medical, dental, and vision insurance; life and disability coverage; paid time off; paid holidays, paid sick leave; and a 401(k) retirement plan. Hourly/non-exempt employees accrue up to 120 hours paid time off, and salaried/exempt employee accrue up to 160 hours paid time off. Eligible employees may also participate in Lucid's equity program and/or a discretionary annual cash incentive program. Incentive and equity awards, if applicable, are determined based on individual performance, role scope, market considerations, and overall company results, in accordance with the terms of the applicable plans. </span></span></span></span></p> <p data-ccp-border-top="0px none " data-ccp-padding-top="0px" data-ccp-border-bottom="1px solid #000000" data-ccp-padding-bottom="1.3333333333333333px"><strong><span data-contrast="auto">Equal Opportunity: </span></strong><span data-contrast="auto">At Lucid, we believe diversity strengthens everything we build. Lucid Motors is proud to be an equal opportunity employer and is committed to providing an inclusive workplace for all. We consider all qualified applicants without regard to race, color, national or ethnic origin, age, religion, disability, sexual orientation, gender, gender identity or expression, marital status, or any other characteristic protected by applicable state or federal laws and regulations.</span><span data-ccp-props="{"335559738":240,"335559739":240,"335572079":6,"335572080":1,"335572081":0,"469789806":"single"}"> </span></p> <p><strong><span data-contrast="auto">Accessibility: </span></strong><span data-contrast="auto">Lucid Motors is committed to providing reasonable accommodations for qualified individuals with disabilities. If you need any accommodation to participate in the application process, please contact us at <a href="mailto:TA-Operations@lucidmotors.com">TA-Operations <@> lucidmotors.com</a>.</span><span data-ccp-props="{}"> <span data-teams="true"><strong>This email address is designated solely for accommodation requests and is not monitored for job applications or resume submissions. To be considered for employment, all applications must be submitted through the Lucid Motors Careers website.</strong></span></span></p> <p><strong><span data-contrast="auto">Candidate Data Privacy: </span></strong><span data-contrast="auto">By submitting your application, you understand and agree that your personal data will be processed in accordance with our </span><a href="https://lucidmotors.com/media/document/candidate-privacy-notice.pdf"><span data-contrast="none"><span data-ccp-charstyle="Hyperlink">Candidate Privacy Notice</span></span></a><span data-contrast="auto">.</span><span data-ccp-props="{}"> </span></p> <p><strong><span data-contrast="auto">To all recruitment agencies:</span></strong><strong> </strong><span data-contrast="auto">Lucid Motors does not accept agency resumes. Please do not forward resumes to Lucid Motors. Lucid Motors is not responsible for any fees related to unsolicited resumes.</span><span data-ccp-props="{}"> </span></p> <p><span data-ccp-props="{}"> </span></p> </div></div>