Tier 2 Bilingual Customer Care Agent - Warranty Investigations & Dealer Complain

Position Summary

The Tier 2 Bilingual Customer Care Agent is responsible for managing complex customer cases requiring investigation, analysis, stakeholder coordination, and resolution. Acting as a case manager, this role serves as the primary point of contact for customers while working closely with retailers, District Service Managers (DSMs), Service Operations, Warranty, Quality Assurance, and other internal stakeholders to investigate warranty-related concerns and dealer complaints. Tier 2 agents are expected to exercise sound judgment, conduct objective investigations, and deliver fair, consistent, and customer-focused resolutions.