Customer Service Specialist - AutoNation

AutoNation is one of the largest automotive retailers in the United States, offering innovative products, exceptional services, and comprehensive solutions, empowering our customers to make the best decisions for their needs. With a network of dealerships nationwide strengthened by a recognized brand, we offer a wide variety of new and used vehicles, customer financing, parts, and provide expert maintenance and repair services. Through DRV PNK, we have raised over $40 million for cancer-related causes, demonstrating our commitment to making a positive difference in the lives of our Associates, Customers, and the communities we serve.

So what do you say? Are you ready to be part of something big?

This position will be responsible for handling incoming customer calls emails, chats, and texts. Making outbound follow-up calls to customers, and providing certain support services to the Collection teams.

This position reports to the Collection Supervisor or Collection Manager. This individual will primarily interact with customers, third parties calling for payoff quotes, and members of the collection teams.

The successful candidate is self-directed in work prioritization and demonstrates superior judgment-making ability within the scope of the position’s areas of responsibility. The associate will perform all duties in accordance with AN Finance policies and procedures and all state and federal regulations.

This position requires working a variable schedule, which may include early mornings, late evenings and occasional weekends, as directed by management.

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• Respond promptly, accurately and professionally to incoming customer calls.  Customer calls may include but are not limited to general account inquiries, requests for documents, address updates, payoff balances, or payment arrangements.
• Meet and maintain standards for call availability, time on call, and abandon rates.
• As needed, make outbound follow-up calls to customers regarding requested account information.
• Receive, route or respond to incoming customer correspondence, as appropriate.
• Document and update accounts and incoming reports from customers and insurance companies regarding vehicle accidents.
• Provide certain support services to collection team members, including auto-pay enrollment, credit reference updates, or account inquiry callbacks. 
• Escalate customer complaints to management, as appropriate.
• Adherence to CIG policy and procedures which will include regulatory compliance at the federal and state levels.

Qualifications

• Superior customer service skills, including listening to customer issues, confirming understanding, and when applicable, accepting criticism or complaints in a professional, respectful manner.
• Excellent verbal and written communications skills with the ability to communicate and present complex issues in a clear, articulate and impactful manner.
• Ability to organize various tasks and prioritize workloads while managing to deadlines.
• General knowledge of state and federal laws applicable to debt collection, including the Fair Debt Collection Practices Act; proficiency is a plus and will be a requirement in this position.
• Knowledge of consumer financial debt transactions, including an understanding of how installment loans function, and an ability to explain the loan transaction to customers is a plus and will be a requirement in this position.
• Strong attention to detail.
• Self-motivated, high-integrity, comfortable working independently or as part of a team.
• In the event working from home is required, you must have reliable high-speed internet access, a dedicated workspace, and must comply with all information security policies.
• Bi-lingual in English and Spanish is preferred.

Education and/or Experience

• High school degree or GED is required.
• Previous experience in a customer service call-based position is a plus. 
• Previous experience in the consumer financial services industry is preferred, but not required.

Exciting Benefits and Perks Await You:

• Competitive compensation and 401k matching

• Enjoy a healthy work-life balance with insurance plans (health, dental, vision) and maternity benefits.

• Associate purchase and discount programs for new and pre-owned vehicles, services, parts, collision, accessories, and AutoGear

• Access amazing deals and discounts through YouDecide, a website with offers from top providers and retailers

• Join our DRVPNK mission to raise and donate millions of dollars to cancer research and treatment, partnering with cancer charities nationwide

AutoNation is committed to creating a diverse, equitable, and inclusive environment in our workplace and the services we provide. We welcome candidates from all backgrounds who are passionate about making a positive impact. Even if you do not meet every requirement, we encourage you to apply. Join our team and help us foster a culture of belonging while contributing to our revolutionary work in the automotive industry. We value innovation, teamwork, and a commitment to making a positive impact in the world.