Mediation Specialist

The role

The Mediation Specialist provides customer service to customers with unsatisfactory vehicle experiences. This role involves performing root-cause analysis, negotiating settlements, and managing customer communications to ensure satisfaction.

What you will do

• Research product inquiries and provide follow-through on customer concerns.
• Respond to customer communications to prevent repurchase or replacement vehicle requests.
• Gather required documents for case assessment with stakeholders.
• Negotiate settlements with customers as an alternative to vehicle buybacks.
• Interact with field service teams to ensure information accuracy.
• Advocate for customer expectations during the investigative process.
• Review documentation such as sales documents, loan contracts, and work orders.
• Manage customer expectations and needs with empathy.
• Facilitate expeditious outcomes of investigations.
• Capture issues and interests through case management tools.

Required qualifications

• 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.
• Experience working under pressure in a fast-paced environment.
• Highly analytical and empathetic.
• Experienced communication skills including active listening and negotiation skills.
• Ability to decipher highly nuanced documentation using knowledge of automotive repair information, services, techniques and/or litigation trends.
• Strong knowledge of various computer operating systems and Microsoft Office Suite products.

Benefits

• Medical, dental, and vision insurance
• Life and disability coverage
• Paid time off
• Paid holidays
• Paid sick leave
• 401(k) retirement plan
• Hourly/non-exempt employees accrue up to 120 hours paid time off
• Salaried/exempt employee accrue up to 160 hours paid time off
• Eligible employees may participate in Lucid’s equity program
• Eligible employees may participate in a discretionary annual cash incentive program

About the company

Lucid creates mobility experiences through proprietary technology and software-defined vehicle architecture. The company uses deep vertical integration with design, engineering, and production happening in-house.