Customer Care Specialist
Position Description:
DriveTime is the nation's largest integrated car dealership and finance company serving people with less than perfect credit. Operating in 10 states, we combine innovative credit solutions and outstanding customer service to provide quality used vehicle purchase options for people who may have been turned away by everyone else.
If you have an entrepreneurial spirit, welcome a challenge, have high personal standards of achievement, and are extremely motivated, we have endless opportunities for you to succeed.
POSITION SUMMARY:
The Customer Care Specialist for the After Sale Repairs department delivers outstanding service to customers over the telephone by assisting in the resolution of inquiries that require special handling and expedited resolution. Inquiries are related specifically to mechanical concerns and the DriveCare Limited Warranty.
The nature of the calls can be highly escalated and require patience and special handling by the Customer Care Specialist. This individual must be able to establish and maintain effective relationships with customers, have the ability to maintain personal composure when confronted with a difficult customer, as well as gain their trust and respect.
ESSENTIAL RESPONSIBILITIES:
The duties and responsibilities listed below are intended to provide general guidelines and parameters for the job and are not intended to be a comprehensive, detailed description of the job.
• Handles escalated calls for Warranty and After Sale Repairs
• The ability to manage customer conflict while under pressure.
• Demonstrates patience, empathy and respect during highly escalated customer interactions.
• Demonstrates effective approaches in communicating with people of various escalation levels.
• Assures the highest level of customer satisfaction.
• Answers customer and vendor calls in which accurate status updates and information is provided
• Administers DriveTime’s Limited Warranty program.
• Interacts and communicates with management across all lines of the business regarding customer concerns.
• Responsible for answering non-routine questions that require deviation from standardized procedures.
In return for your dedication and commitment, we offer competitive salary, great bonus opportunity and an excellent benefit package:
• Excellent Medical, Dental & Vision Plans
• Great training and tuition reimbursement
• A culture of opportunity and promotion from within
• Sunday's off (we're closed to give our employees valued time with friends and family)
• Competitive Pay
• 401K Plan with company contribution
Hiring is contingent on passing a complete background check and drug screen. DriveTime greatly values diversity and is an equal opportunity employer.
Qualifications:
• High school diploma or equivalent
• Excellent written and verbal skills with a focus on the ability to professionally handle difficult customer relations issues
• Ability to handle multiple tasks and prioritize effectively
• Minimum of five years work experience required, including a background of 1-3 years of customer service/customer care and dispute resolution in a call center environment
• Computer literacy and data entry accuracy
• Automotive repair experience preferred but not required
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. Along the way, we provide plenty of opportunity to be creative and grow professionally in a fun, high-energy environment.
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