Customer Relations Specialist (Hybrid- AZ Only)

DriveTime•Mesa, AZ

7d•Hybrid

About The Position

What’s Under the Hood DriveTime Family of Brands is the largest privately owned used car sales finance & servicing company in the nation. Headquartered in Tempe, Arizona and Dallas, Texas, we create opportunities and improve the lives of our customers and our employees by placing a focus on putting the right customer, in the right vehicle, on the right terms and on their path to ownership. You can find DriveTime’s tire tracks across the nation with dealerships where we embrace a transparent pricing approach, eliminating haggling and gimmicks and reconditioning centers where we breathe new life into pre-owned vehicles. Regardless of where you’re located, if you’ve got DRIVE and you’re looking to make an impact, we’d love for you to make a difference with us! That’s Nice, But What’s the Job? 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. So, What Kind of Folks Are We Looking for? Positive emotional resilience. Problems will arise. We want to make sure you have the ability to rise past them while maintaining an optimistic attitude. Strategic thinker. We are looking for an individual that takes an insightful, future oriented, open-minded, and proactive approach to thinking. Passionate and goal oriented. We are looking for someone that is enthusiastic about their work and is passionate about not only meeting their goals but exceeding them. Levelheaded. You will need the ability to maintain personal composure when confronted with a difficult situation. Self-starter. You will be provided all the tools to succeed, but it’s up to you to take advantage of them.

Requirements

High School Diploma or GED required.
Hybrid role with opportunity to work from home in an approved location once training is completed
Must be comfortable working on site as needed and have availability weekdays from 7am-4pm.
Positive emotional resilience.
Strategic thinker.
Passionate and goal oriented.
Levelheaded.
Self-starter.

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.
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.