Customer Relations Escalation Specialist II

Customer Relations Specialist II (CRS)

AutoNation, the nation's largest and most admired Dealership group, is in an exciting phase of innovation and growth. We are looking for a Customer Relations Specialist II (CRS) to join our exciting and expanding team! The team culture is collaborative, inclusive, and energetic. We enjoy contributing to the company's continued success.

As a Customer Relations Specialist II (CRS), you will manage and resolve inquiries from both external and internal customers, as well as marketing partners, across all AutoNation stores and businesses. This role involves addressing a wide range of cases, including complaints, product issues, and general information requests. The CRS position requires advanced skills in managing complex issues and de-escalating situations while maintaining a calm and professional demeanor. CRS agents are key representatives of the company, handling all business-related inquiries and being well-versed in company policies and procedures to provide effective customer assistance. They also collaborate closely with General Managers, Market Presidents, and the Executive Legal Department.

In this role, the CRS acts as a customer advocate, conducting thorough research and applying solid business judgment to provide effective solutions. Specialists use various resources and tools to efficiently resolve cases and ensure exceptional customer experiences. The CRS must be a skilled and professional communicator with experience engaging through Phone, Direct Mail, Email, Google Reputation, and Social Media channels. This role offers high visibility and regular interaction with store operations, executives, and corporate support functions. Success in this position involves meeting production goals, maintaining accurate documentation, and consistently executing standard processes, all of which are key areas of performance evaluation.

Job Responsibilities:

• Proactively deliver exceptional service in response to inbound customer inquiries related to vehicle purchases, service or repair issues, program offers, campaigns, sponsorships, and vendor-related matters.
• Act as a liaison between customers, store operations, and corporate support functions to research and resolve inquiries or complaints.
• Follow all standard call management procedures, complete necessary call documentation, and maintain accurate database records for assigned cases.
• Manage up to 20 new mildly complex email inquiries and/or complaints daily, ensuring a high standard of service.
• Address mildly complex executive cases daily, working directly with the Legal Department, General Managers, and Market Presidents to resolve issues effectively.
• Forward all lawsuits and pursuit demand letters to the Legal Department promptly.
• Address all non-legal demand letters promptly.
• Investigate and address all Better Business Bureau complaints and inquiries.
• Guide General Managers on mildly complex issues to prevent escalation to the corporate office, including legal releases.
• Collaborate with the Shared Service Center to process escalated warranty cancellations.
• Handle customers opt-out requests via phone and email.
• Monitor and manage shared email inboxes.
• Prepare and present weekly reports on case types using Excel.
• Perform other duties as assigned.

Qualifications (Mandatory)

• 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.

Skills:

• Ability to think critically when faced with a problem or task.
• Ability to demonstrate genuine courtesy, diplomacy, and empathy.
• Ability to work proactively and develop and maintain productive working relationships.
• Ability to maintain confidentiality and demonstrate good judgment and critical thinking.
• Ability to manage multiple tasks simultaneously in a fast-paced and dynamic environment.
• Ability to provide a written final communication to deny claims on behalf of the corporate office.
• Ability to conduct a thorough investigation with the appropriate parties involved.
• Ability to share confidential information appropriately based on claims received from associates.

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.