Customer Relations Specialist

Customer Relations Specialist

Requirements

• 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.

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.
• 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.

Preferred 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