Customer Support Specialist

DriveTime•Mesa, AZ

About The Position

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! Responsibilities of the Job (Or Better Known as, Your Next Destination) Responding to inquiries and complaints promptly through proactive follow ups. 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

High School Diploma required.
2+ years of experience in collections, financial services, and/or phone-based sales, customer service or customer relations

Responsibilities

Responding to inquiries and complaints promptly through proactive follow ups.
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.