Customer Relations Specialist II

Customer Service Professional

AutoNation, the nation's largest and most respected automotive retailer, is in an exciting phase of growth and innovation. As part of this continued evolution, we're seeking a dedicated customer service professional to join our Customer Relations team, a group committed to delivering exceptional service and maintaining the standards that have earned AutoNation national recognition. Based in Fort Lauderdale, FL, AutoNation's Customer Relations Operation (CRO) supports more than 300 locations across 20 states. As part of this team, you'll play a key role on the front lines of our customer experience, acting as a critical liaison between our customers and store leadership.

In this role, you will serve as the first point of contact for customer inquiries, responsible for intake, documentation, and initial resolution within the Tier 1 support queue. This on-site position requires professionalism, strong written and verbal communication skills, and regular collaboration with General Managers and Tier 2 support teams in a fast-paced environment. You will manage a high volume of customer interactions with accuracy and attention to detail, resolving routine concerns and escalating more complex concerns or sensitive issues in accordance with established protocols. Success in this role requires a customer-first mindset, the ability to follow established processes with consistency, and a commitment to delivering clear, empathetic, and efficient service. This is a great opportunity for someone ready to take the next step in their career, transitioning into a more professional, leadership-facing role where empathy, clarity, and accountability truly matter.

Job Responsibilities

Handle inbound customer inquiries within the Tier 1 queue by gathering necessary information, documenting details, and escalating more complex issues to the Tier 2 team as appropriate.

Route specific customer concerns to store leadership, including the General Manager, and identify recurring trends that may require further attention.

Build effective working relationships through regular interaction with store operations, executive leadership, and corporate support functions, maintaining a high level of professionalism, empathy, and accountability.

Assist with inbound calls related to vehicle purchase, service experience, customer inquiries, website concerns, and general information inquiries.

Follow standard call handling procedures, ensuring all required details are captured in the customer intake form. Maintain accurate, up-to-date documentation in the system for all assigned cases.

De-escalate challenging situations while maintaining a calm, professional demeanor.

Facilitate communication between customers, store operations, and corporate support teams to research and resolve inquiries or complaints.

Handle an average of 4060 new inbound calls daily while meeting established productivity and quality standards.

Identify and report website-related issues as needed.

Provide prompt, high-quality support in response to customer concerns related to vehicle purchases, service, or repairs.

Respond to inbound customer inquiries via phone, email, and chat, delivering exceptional service and fostering strong customer relationships.

Perform other duties as assigned.

Experience

Undergraduate degree in business or a related field of study is preferred

1-2 years of Customer Relations experience (Automotive exposure preferred)

Experience supporting customer concerns. Exposure to escalated or complex issues preferred.

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 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.

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.