AutoNation is one of the largest automotive retailers in the United States, offering innovative products, exceptional services, and comprehensive solutions, empowering our customers to make the best decisions for their needs. With a network of dealerships nationwide strengthened by a recognized brand, we offer a wide variety of new and used vehicles, customer financing, parts, and provide expert maintenance and repair services. Through DRV PNK, we have raised over $40 million for cancer-related causes, demonstrating our commitment to making a positive difference in the lives of our Associates, Customers, and the communities we serve.
So what do you say? Are you ready to be part of something big?
The Customer Relations Specialist (CRS) handles and resolves inquiries from both external and internal customers. AutoNation Serving over 300 locations across 20 states, and the CRS team represents the company's front line. They address a variety of cases, from general information requests to product concerns and minor complaints. This role requires strong problem-solving skills to manage moderately complex issues, deescalate conflicts, and consistently maintain a calm, professional demeanor.
The CRS serves as a customer advocate, conducting thorough research and applying strong business judgment to offer effective solutions. CSRs are skilled in utilizing various resources and tools to resolve cases efficiently and provide outstanding customer experience. These tools may include platforms such as AutoNation.com, Help Desk, eLeads, Customer 360, and BPMS for addressing cases and responding to general inquiries. The Specialist is an experienced and professional communicator, adept at engaging through phone, email, and social media channels.
This is a critical role with high visibility and regular interaction with store operations, and corporate support functions. Achieving production goals, accurate documentation and consistent execution of standard processes core are areas of ongoing performance evaluation.
Job Responsibilities:
· Execute all standard call management process steps. Complete required call documentation, while maintaining ongoing database accuracy of logged information for assigned case portfolio.
· Deescalate situations while maintaining a calm and professional demeanor.
· Serve as liaison between customer, store operations and corporate support functions to research and resolve inquiries and/or complaints.
· Teammates are typically assigned (20-30) new cases daily to achieve established production and quality standards.
· Report website related issues.
· Proactively deliver superior service in response to inbound customer correspondence related to vehicle purchase, service or repair issues.
· Provide backup support for AutoNation Parts activities by researching and delivering information related to order status.
· Serve as liaison between customer, store operations and corporate support functions to research and resolve inquiries and/or complaints.
· Teammates are typically assigned (20-30) new cases daily to achieve established production and quality standards.
· Provide exceptional service in response to inbound customer inquiries through email, chat, and phone, while fostering strong customer relationships to enhance the company's reputation.
· Other duties as assigned.
Qualifications:
· Undergraduate degree in business or a related field of study
· 3-5 years of Customer Relations experience (Automotive exposure preferred)
· 3-5 years of experience handling complex and escalated customer complaints
· Proficient in Microsoft Office (Word, Excel, PowerPoint, and Outlook) applications
· Proficient user of all major social media platforms (Facebook, Twitter, LinkedIn, etc.)
· Exceptional verbal, business writing, and social media communications capabilities
· Demonstrated problem-solving, time management, organizational and documentation skills.
· Understanding of the automotive industry.
Experience:
· Undergraduate degree in business or related field of study preferred
· 2-3 years of Customer Relations experience (Automotive exposure preferred)
· 2-3 years of experience handling complex and escalated customer complaints
· Proficient in Microsoft Office (Word, Excel, PowerPoint and Outlook) applications
· Proficient user of all major social media platforms (Facebook, Twitter, LinkedIn etc.)
· Exceptional verbal, business writing and social media communications capabilities
· Demonstrated problem solving, time management, organizational and documentation skills
Skills:
· Ability to think critically when faced with a problem or task
· Ability to demonstrate genuine courtesy, diplomacy and empathy
· Ability to work proactively, develop and maintain productive working relationships
· Ability to maintain confidentiality, demonstrate good judgement and critical thinking
· Ability to manage multiple tasks simultaneously in a fast paced and dynamic environment
Exciting Benefits and Perks Await You:
Competitive compensation and 401k matching
Enjoy a healthy work-life balance with insurance plans (health, dental, vision) and maternity benefits.
Associate purchase and discount programs for new and pre-owned vehicles, services, parts, collision, accessories, and AutoGear
Access amazing deals and discounts through YouDecide, a website with offers from top providers and retailers
Join our DRVPNK mission to raise and donate millions of dollars to cancer research and treatment, partnering with cancer charities nationwide
AutoNation is committed to creating a diverse, equitable, and inclusive environment in our workplace and the services we provide. We welcome candidates from all backgrounds who are passionate about making a positive impact. Even if you do not meet every requirement, we encourage you to apply. Join our team and help us foster a culture of belonging while contributing to our revolutionary work in the automotive industry. We value innovation, teamwork, and a commitment to making a positive impact in the world.