Customer Advocate

AutoNation

2d • Onsite

About The Position

AutoNation is hiring a Customer Relations Specialist II (CRS) for its Customer Relations Operation in the Fort Lauderdale, Florida corporate office. The team serves customers, supports continuous improvement, and works collaboratively across the company.

The CRS manages and resolves inquiries from external and internal customers and marketing partners across AutoNation stores and businesses. Cases include complaints, product issues, and general information requests. The role requires handling complex and escalated matters, de-escalating situations professionally, researching issues, and applying sound business judgment to find effective solutions. The CRS represents the company in business-related inquiries and uses company policies, procedures, resources, and tools to assist customers.

The position communicates through phone, direct mail, email, Google Reputation, and social media, and works closely with store operations, General Managers, Market Presidents, the Executive Legal Department, and corporate support functions. Performance includes meeting production goals, documenting cases accurately, and following standard processes.

Requirements

• Undergraduate degree in business or a related field of study.
• 3–5 years of Customer Relations experience; automotive exposure is preferred.
• 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 simultaneously 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 in Customer Relations experience.

Responsibilities

• Deliver exceptional service in response to inbound inquiries about vehicle purchases, service or repair issues, program offers, campaigns, sponsorships, and vendor matters.
• Act as a liaison between customers, store operations, and corporate support functions to research and resolve inquiries or complaints.
• Follow call management procedures, complete required call documentation, and maintain accurate case database records.
• 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.
• Collaborate 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.
• 401k matching.
• Health insurance plans.
• Dental insurance plans.
• Vision insurance plans.
• Maternity benefits.
• Associate purchase and discount programs for new and pre-owned vehicles, services, parts, collision, accessories, and AutoGear.
• Deals and discounts through YouDecide, a website offering deals from providers and retailers.

What This Job Offers

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