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Customer Relations Specialist

Company Name:
DriveTime Automotive Group, Inc.
The qualifying candidate must enjoy helping people and have the ability to maintain personal composure when confronted with a difficult situation. He/she must be goal-oriented, enthusiastic, energetic, self-disciplined and have strong oral and written communication skills.
The role of Customer Relations Specialist assists in the resolution of customer/agency complaints that require special handling and an expedited resolution. The nature of these situations can be highly sensitive and require patience and special handling. These inquiries are not related specifically to any one concern. This position requires collaboration with DriveTime customers, our internal departments (i.e. Legal, Collections, Retail, etc.) and outside agencies. The rep must have the ability to maintain personal composure when confronted with a difficult situation.
Address formalized complaints from all areas of DriveTime.
Responds to complaints in a timely manner
Answers internal/external correspondence providing status updates and information regarding escalated issues.
Interact and communicate with management across all lines of the business regarding customer concerns.
Researches accounts as a result of escalations and strives for resolution outside of the complaint process.
Miscellaneous duties may include: being involved in the training of the complaint process, processing subpoenas, developing training as needed, addressing customer concerns appropriately, as well as consistently looking for innovative methods on improving the overall business process.
Effectively managing customer conflict while under pressure.
Assuring the highest level of customer satisfaction.
Other related duties as assigned.
REQUIREMENTS:
Excellent written and verbal communication skills with a focus on professionally working through difficult customer relations issues.
Ability to handle multiple tasks and prioritize effectively.
Minimum of three years'' work experience, including a background in customer service/customer care and dispute resolution.
Possess the energy and drive to accomplish goals, meet deadlines, and find solutions.
Hiring is contingent on passing a complete background check and drug screen.
Technological proficiency with a high level of attention to detail.
MINIMUM QUALIFICATIONS:
Associates and/or Bachelor''s degree (Bachelor''s Degree Preferred Not Required)
Must possess excellent verbal and written communications skills, typing skills and windows-based skills, Excel and Word.
Identifying trends, working closely with all levels of management.
Strong leadership skills, strong ability to identify areas of opportunity and be responsive to address these needs.
Excellent ability to maintain composure with customer while striving toward superior customer service.
Any equivalent combination of education, training and/or experience that fulfills the requirements of the position will be considered.
PHYSICAL DEMANDS :
The Physical demands described within are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Must be able to lift up to 10 pounds independently; majority of lifting from knee to shoulder heights; other lifting required from various levels.
Must be able to carry and transport up to 10 pounds up to 60 feet.
Requires sitting for extended period of time with frequent stretching, reaching, walking and stooping.
Requires excellent visual acuity and manual dexterity.
Must be able to communicate over the phone to customers.
Requires typing for extended periods of time.
Date: 2014-05-01
Country: US
State: AZ
City: Mesa
Postal Code: 85209
Category: Customer Service/Support
Job Type: Regular Full-Time

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