Customer Relations Specialist (Hybrid- AZ Only)

DriveTime•Mesa, AZ

8d•Hybrid

About The Position

In short, as a Customer Relations Specialist, you will take ownership of individual inquiries and complaints from all areas of DriveTime, encompassing a range of situations that customers encounter both pre and post-sale. Our Customer Success Advisors’ see each case through to completion by proactively working with the customer to find the best possible solution for all parties. In long, some other responsibilities include: Responding to inquiries and complaints promptly through proactive follow up. Interacting with customers through multiple means of communication, including phones, text, and social media. Communicating with all lines of the business to properly research customer concerns. Attention to detail to ensure accurate representation of their cases. Problem solving with autonomy to offer assistance when appropriate. Effectively managing customer conflict while under pressure. Showing empathy and understanding for the customer’s situation and act as a single point of contact for customers to ensure the highest level of customer satisfaction by setting proper expectations. Meet/exceed performance goals set by the company to deliver best in class customer experience by managing inbound and outbound customer communications within Service Level Agreements. Duties include, but are not limited to, being involved in and helping to develop training as needed, addressing customer concerns appropriately, assisting with legal settlements, as well as identifying trends and consistently looking for innovative methods on improving the overall business process.

Requirements

Positive emotional resilience.
Strategic thinker.
Passionate and goal oriented.
Levelheaded.
Self-starter.
High School Diploma or GED required.
Must be comfortable working on site as needed and have availability weekdays from 7am-4pm.

Nice To Haves

Bachelor's degree or equivalent experience preferred.
Spanish Speaking a Plus!

Responsibilities

Responding to inquiries and complaints promptly through proactive follow up.
Interacting with customers through multiple means of communication, including phones, text, and social media.
Communicating with all lines of the business to properly research customer concerns.
Attention to detail to ensure accurate representation of their cases.
Problem solving with autonomy to offer assistance when appropriate.
Effectively managing customer conflict while under pressure.
Showing empathy and understanding for the customer’s situation and act as a single point of contact for customers to ensure the highest level of customer satisfaction by setting proper expectations.
Meet/exceed performance goals set by the company to deliver best in class customer experience by managing inbound and outbound customer communications within Service Level Agreements.
Being involved in and helping to develop training as needed, addressing customer concerns appropriately, assisting with legal settlements, as well as identifying trends and consistently looking for innovative methods on improving the overall business process.