Fort Lauderdale, Florida

AutoNation Headquarters
Position Summary:

The Customer Relations Specialist (CRS) responds to and addresses inquiries from both external and internal customers as well as marketing partners. The cases range from complaints and product issues to general information requests. The CRS position requires a unique ability to manage complex issues and deescalate situations, while maintaining a calm and professional demeanor.

The CRS functions as a customer advocate. They conduct extensive research and demonstrate solid business judgement when providing solutions. CSRs master a variety of resources and tools to efficiently resolve cases and deliver an exceptional experience. The Specialist is a seasoned and professional communicator with direct related experience engaging via phone, email and social media channels.

This is a critical role with high visibility and regular interaction with store operations, executives, and corporate support functions. Achieving production goals, accurate documentation and consistent execution of standard processes core are areas of ongoing performance evaluation.

Customer Relations:

AutoNation's Customer Relations Operation (CRO) is located in the Fort Lauderdale, FL corporate office. We are passionate about serving customers, continuous improvement and providing service excellence. This mission is central to how each member approaches their work. The team culture is collaborative, inclusive and energetic. We work and enjoy contributing to the company's continued success.

Job Responsibilities:
  • Proactively deliver superior service in response to inbound customer correspondence related to vehicle purchase, service or repair issues.
  • Functions as the team Social Media and/or Warranty subject matter export (SME). The CSR takes the lead role in administering and resolving all related internal and external customer complaint inquiries.
  • Provided back-up support to Sr. CSR program administration activities - store, partner and service provider setup and training coordination for (AutoNation Tow Repair Program, AutoNation Store-to-Store Towing Program, Lyft CDK/Hailer Program, etc.) as well as program offer and campaign deployment efforts.
  • Provide back-up support to Sr. CSR for Tow Repair Program (TRP) Support Line activities to help ensure program related store and partner inquires as well as AAA member complaint resolution and AAA program sign management efforts are executed effectively.
  • Serve as liaison between customer, store operations and corporate support functions to research and resolve inquires and/or complaints.
  • Execute all standard call management process steps. Complete required call documentation, while maintaining ongoing database accuracy of logged information for assigned case portfolio.
  • Teammates are typically assigned (20-30) new cases daily to achieve established production and quality standards.
  • Other duties as assigned.
Qualifications:
  • 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
Profile:
  • 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
Company Overview

AutoNation, a provider of personalized transportation services, is driven by innovation and transformation. As one of America's most admired companies, AutoNation delivers a peerless Customer experience recognized by data-driven consumer insight leaders, Reputation and J.D. Power. Through its bold leadership and brand affinity, the AutoNation Brand is synonymous with "DRVPNK" and "What Drives You, Drives Us." AutoNation has a singular focus on personalized transportation services that are easy, transparent, and Customer-centric.

Benefits

Click here to learn more about our Benefits.

Join us as we pave the way to moving our company, our communities and our industry forward. Apply today at a location near you or wherever you dream the road will take you.

AutoNation is an equal opportunity employer and a drug-free workplace.

Fort Lauderdale, Florida

As America’s largest and most recognized automotive retailer, AutoNation is transforming the automotive industry through its bold leadership, innovation, and comprehensive brand extensions.  We are committed to hiring driven, diverse Associates and supporting them in growing their career within AutoNation. We offer paid training, competitive pay & benefits and a culture that believes in investing in our Associates’ professional futures. With over 315 locations from coast to coast, AutoNation has an opportunity for you. We’ve sold over 13 million vehicles, the first automotive retailer to reach this milestone. Our success is driven by our commitment to delivering a peerless Customer experience through customer-focused sales and service processes. We believe deeply in giving back, and every car we sell helps to raise cancer research and treatment awareness with a Pink Plate. We have proudly raised over $25 million dollars to drive out cancer, create awareness, and support critical research. Join us as we pave the way to moving our company, our communities and our industry forward. Apply today at a location near you or wherever you dream the road will take you.

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