Customer Relations Specialist

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.

Responsibilities

Take ownership of individual inquiries and complaints from all areas of DriveTime; 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; Acting as a single point of contact for customers; Meet/exceed performance goals set by the company; 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; Identifying trends and consistently looking for innovative methods on improving the overall business process

Requirements

High School Diploma or GED required; Bachelor's degree or equivalent experience preferred; Positive emotional resilience; Strategic thinker; Passionate and goal oriented; Levelheaded; Self-starter; Must be comfortable working on site as needed; Availability weekdays from 7am-4pm

Nice to have

Bachelor's degree or equivalent experience preferred

Benefits

Medical, dental, and vision insurance; 401(K); Company paid life insurance; Short and long-term disability coverage; Growth opportunities; Tuition Reimbursement; Wellness Program; Competitive pay; Game Room; In-House Gym; Social Events; Company outings, personal rewards, prizes; Paid Time Off; Great Place to Work Certified