Customer Advocate

AutoNation • Fort Lauderdale, FL

7d • Onsite

About The Position

AutoNation is seeking a Customer Relations Specialist II (CRS) to join its Customer Relations Operation, based in the Fort Lauderdale, Florida corporate office. The team focuses on customer service, continuous improvement, and collaboration. The CRS manages and resolves inquiries from external and internal customers and marketing partners across AutoNation stores and businesses, including complaints, product issues, and general information requests.

The CRS serves as a customer advocate, researching cases and applying business judgment to develop effective solutions. The role requires advanced skills in handling complex issues and de-escalating situations with a calm, professional demeanor. Specialists represent AutoNation in business-related inquiries, apply company policies and procedures, and collaborate with General Managers, Market Presidents, the Executive Legal Department, and other corporate support functions. Communication takes place by phone, direct mail, email, Google Reputation, and social media.

The position has high visibility and regular interaction with store operations, executives, and corporate support functions. Performance includes meeting production goals, keeping accurate documentation, and consistently following standard processes. The posting describes AutoNation as a nationwide automotive retailer offering new and used vehicles, financing, parts, maintenance, and repair services. It also highlights the company's DRV PNK fundraising efforts and commitment to diversity, equity, and inclusion.

Requirements

• Undergraduate degree in business or a related field of study.
• 3–5 years of Customer Relations experience.
• 3–5 years of experience handling complex and escalated customer complaints.
• Proficiency with Microsoft Office applications, including Word, Excel, PowerPoint, and Outlook.
• Proficiency using major social media platforms, such as Facebook, Twitter, and LinkedIn.
• Exceptional verbal, business writing, and social media communication capabilities.
• Demonstrated problem-solving, time-management, organizational, and documentation skills.
• Understanding of the automotive industry.
• Ability to think critically when faced with a problem or task.
• Ability to demonstrate 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 in a fast-paced, dynamic environment.
• Ability to provide written final communications denying claims on behalf of the corporate office.
• Ability to conduct thorough investigations with appropriate parties.
• Ability to share confidential information appropriately based on claims received from associates.

Nice To Haves

• Automotive exposure is preferred.

Responsibilities

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

Benefits

• Competitive compensation
• 401(k) matching
• Health insurance plans
• Dental insurance plans
• Vision insurance plans
• Maternity benefits
• Associate purchase and discount programs for vehicles, services, parts, collision, accessories, and AutoGear
• Access to discounts and offers through YouDecide

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level