Customer Cares Representative

Lithia & Driveway•Medford, OR

1d•Onsite

About The Position

At the heart of our business is a simple belief: every customer deserves to feel heard, supported, and valued. As a Customer Cares Representative, you’ll play a key role in making that happen by serving as the bridge between customers and dealerships while also providing administrative support in partnership with legal counsel and internal teams. This is a highly visible, detail-driven role where your communication, follow-through, and critical thinking directly impact customer satisfaction and continuous improvement across the organization. You’ll gain exposure to cross-functional teams and contribute to meaningful work that improves both the customer and dealership experience. At Lithia & Driveway (NYSE: LAD) our success is fueled by our high performing teams delivering Auto Done Easy for our customers. We create simple, transparent, and convenient customer experiences throughout the vehicle-ownership lifecycle by leveraging our hundreds of store locations and our key adjacencies - Driveway, DFC, and GreenCars. We’ve built a retail model that champions entrepreneurial leadership, Growth Powered by People, and a strategy that creates possibilities and pushes us to reach our potential. At Lithia & Driveway, we stand by our mission of Growth Powered by People, as we build a workplace that ignites ideas and opportunities to Earn Customers for Life. Our focus is on making the customer experience better; as we aim to meet our customers’ needs whether in person, online or a combination of both. Lithia & Driveway is the largest automotive retailer in North America and listed on the Fortune 500 (NYSE: LAD). Drive your career forward with roles in Sales, Finance, Service, Technology and Corporate. With thousands of vehicles and hundreds of locations, the career possibilities are endless. Join us as we accelerate towards growth in automotive and beyond!

Requirements

1 or more years of experience in a professional, customer-facing, or retail environment
Strong proficiency in Microsoft Office (Outlook, Excel, Word, Teams)
Exceptional attention to detail and strong organizational skills
A strong sense of urgency and commitment to timely follow-through
Excellent communication skills, both written and verbal
Active listening skills with the ability to de-escalate and empathize
Critical thinking skills with a solution-oriented mindset
Strong time management and ability to manage multiple priorities
High School graduate or equivalent, 18 years or older required

Responsibilities

Serve as the key liaison between customers and dealership teams to resolve concerns efficiently and professionally
Follow up with customers within 48 hours to ensure clear communication, progress updates, and resolution pathways
Track, trend, and document customer concerns using Salesforce to identify patterns and opportunities for improvement
Partner with internal stakeholders, including legal counsel and dealership leadership, to support administrative documentation and resolution processes
Develop and support continuous improvement initiatives by documenting observations and escalating recurring issues