Customer Relations Specialist (Hybrid- AZ Only)
DriveTime Automotive Group, Mesa, Arizona, United States, 85201
Customer Relations Specialist
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! 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. 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. The specific qualifications we are looking for include: High school diploma or GED required. Bachelor's degree or equivalent experience preferred. 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. Spanish speaking a plus! Perks matter: Medical, dental, and vision coverage. 401(K), company paid life insurance policy, short and long-term disability coverage. Growth opportunities with over 1,000 employees promoted year over year. Tuition reimbursement. Wellness program including self-guided coaching and journeys, cash incentives and discounts on medical premiums. Competitive pay. Game room with ping-pong table, pool table and other games. In-house gym. Enjoy social events? Rally with your team for festive gatherings, team competitions or just to hang out! We care and value you! Feel the love and let us treat you to company outings, personal rewards, amazing prizes & much more! Paid time off including wellness days, holidays, and vacation time. DriveTime Family of Brands is Great Place to Work Certified! And get this: 90% of our rockstar employees say they feel right at home here. We could spend a lot of time having you read about ALL our awards, but we'll save time (and practice some humility) just naming a few others; Comparably Awards: Best Company for Diversity, Best Company Culture and Best Company Leadership, oh and don't forget Phoenix Business Journal Healthiest Employers! Hiring is contingent upon successful completion of our background and drug screening process. DriveTime is a drug-free, tobacco-free workplace and an Equal Opportunity Employer. And when it comes to hiring, we don't just look for the right person for the job, we seek out the right person for DriveTime. Buckle up for plenty of opportunities to grow in a professional, fun, and high-energy environment!
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! 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. 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. The specific qualifications we are looking for include: High school diploma or GED required. Bachelor's degree or equivalent experience preferred. 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. Spanish speaking a plus! Perks matter: Medical, dental, and vision coverage. 401(K), company paid life insurance policy, short and long-term disability coverage. Growth opportunities with over 1,000 employees promoted year over year. Tuition reimbursement. Wellness program including self-guided coaching and journeys, cash incentives and discounts on medical premiums. Competitive pay. Game room with ping-pong table, pool table and other games. In-house gym. Enjoy social events? Rally with your team for festive gatherings, team competitions or just to hang out! We care and value you! Feel the love and let us treat you to company outings, personal rewards, amazing prizes & much more! Paid time off including wellness days, holidays, and vacation time. DriveTime Family of Brands is Great Place to Work Certified! And get this: 90% of our rockstar employees say they feel right at home here. We could spend a lot of time having you read about ALL our awards, but we'll save time (and practice some humility) just naming a few others; Comparably Awards: Best Company for Diversity, Best Company Culture and Best Company Leadership, oh and don't forget Phoenix Business Journal Healthiest Employers! Hiring is contingent upon successful completion of our background and drug screening process. DriveTime is a drug-free, tobacco-free workplace and an Equal Opportunity Employer. And when it comes to hiring, we don't just look for the right person for the job, we seek out the right person for DriveTime. Buckle up for plenty of opportunities to grow in a professional, fun, and high-energy environment!