Dispute Resolution Specialist

Melbourne, Florida
Customer Service & Call Center
Job Type
US$ 16.50 per hour, $16.50 - 16.50 per hour + none
Ref. Number
Coffman,Heather, Spherion
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Job Description

-Offer an objective means to review and resolve consumer complaints with varying degrees of complexity
-Serve as a point of contact for the Customer Relationship Center to answer questions pertaining to all Lemon Law inquires
-Analyze and organize written, audio, and video documents and data submitted to FMC by consumers
-Review documents, conduct research, and assess validity of content against designated standards in an effort to prepare a defense for informal warranty disputes
-Review documents, conduct research, and assess validity of content against designated standards in an effort to process California Lemon Law buyback requests
-Draft and submit FMC's position and supporting documents to defend warranty disputes
-Interview key witnesses to gather factual representation of concern/cross examine witness in arbitration as required
-Prepare and submit written settlement offers as appropriate per FMC guidelines (ESP/SCP, FSE Inspections/Repairs, Goodwill Reimbursements up to $1500, buybacks with approval)
-Initiating mediation conference calls as appropriate in an effort to settle claims
-Using Ford approved reference documents and other legal references, prepare and provide testimony at BBB Auto Line arbitrations via phone and/or video conference
-Complete necessary system documentation at each level of case handling
-Coordinate case handling with the BBB, field personnel, dealerships, Reacquired Vehicles Headquarters, consumers and their counsel
-Respond to discovery requests from the Office of the General Counsel
-Miscellaneous duties as assigned

Working hours: Monday-Friday Shifts available between 8am and 8pm

-BS/BA Degree preferred or equivalent related experience in handling escalated claims
-One year of Customer Service / Call Center experience
-Experience with facilitating the resolution of escalated or sensitive consumer complaints
-Some previous consumer affairs, paralegal or legal claims experience preferred
-Previous automotive dealership experience preferred
-Ability to handle cases within a set time frame to meet compliance
-Ability to compose a persuasive argument verbally and in writing
-Excellent analytical ability and decision making skills
-Ability to effectively negotiate
-Strong time management and ability to work independently
-Requires excellent computer skills
-Proficiency using office equipment

Training begins the week of October 16, 2017.
Must be able to commit to 6 weeks of training, 8am-5pm.

Spherion has helped thousands of people just like you find work happiness! Our experienced staff will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temp-to-perm or direct hire opportunities, no one works harder for you than Spherion. EEO Employer: Race, Religion, Color, National Origin, Citizenship, Sex, Age, Disability, Ancestry, Veteran Status, Genetic Information, Service in the Uniformed Services or any other classification protected by law.

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