Parts eComm Customer Relations Specialist

AutoNation, the nation’s largest and most admired Dealership group, is in an exciting phase of innovation and growth. We are looking for a Parts eComm Customer Relations Specialist to join our exciting and expanding team!  AutoNation’s Customer Relations Operation (CRO) is located in the Fort Lauderdale, FL corporate office.  We are passionate about serving customers, continuous improvement, and providing excellent service. This mission is central to how each member approaches their work.  The team culture is collaborative, inclusive, and energetic.  We enjoy contributing to the company’s continued success.

The Parts eComm Customer Relations Specialist has direct interaction with customers and is responsible for responding to general information requests, resolving complaints or errors, monitoring orders, and processing returns while maintaining a high standard of service and professionalism. Candidates for this position should enjoy customer interaction and exhibit patience and attention to detail as they focus on completing tasks quickly and accurately. A successful candidate will have a unique ability to manage complex issues and deescalate situations while maintaining a calm and professional demeanor. They will be dedicated to customer satisfaction and creating customers for life.

Various systems will be used to ensure our customers’ expectations are met and questions are addressed quickly and thoroughly. Some of these tools may include a Parts eCommerce Website, Help Desk, Amazon, eBay, and Walmart Q&A platforms to efficiently resolve cases, answer questions, improve customer ratings and deliver an exceptional experience.  The Customer Relations Specialist is a professional communicator with related experience engaging via phone, email, and other online channels. This is a critical role with high visibility and regular interaction with store operations, executives, and corporate support functions.  Achieving production goals, accurate documentation and consistent execution of standard processes are areas of ongoing performance evaluation.

JOB RESPONSIBILITIES:

• Execute all standard call management process steps. Complete required call documentation, while maintaining ongoing database accuracy of logged information for assigned case portfolio.
• Deliver superior service in response to inbound customer correspondence related to parts eCommerce orders via email, chat, and phone while building strong customer relationships in order to increase conversion rates.
• Assist with placement of orders, complaints, product issues, shipping issues, and general information requests. 
• Support the Return Merchandise Authorization (RMA) process.
• Deescalate situations while maintaining a calm and professional demeanor.
• Contribute to quality assurance procedures to ensure accuracy of communications.
• Assist customers with deals and promotional information to increase sales.
• Work as a liaison between business partners, warehouses, shipping carriers, and the customer to ensure orders are shipped and received on time.
• Report website related issues.

SKILLS:

• Ability to demonstrate genuine courtesy, diplomacy, and empathy.
• Excellent listening, verbal, and written communication skills, especially online customer service etiquette.
• Ability to work proactively, develop and maintain productive working relationships
• Ability to think critically when faced with a problem or task

• Ability to maintain confidentiality and demonstrate good judgment and critical thinking.
• Ability to manage multiple tasks simultaneously in a fast paced and dynamic environment
• Ability to provide collaborative feedback to teammates.

• Able to work independently and in a team environment.

QUALIFICATIONS (MANDATORY):

• Undergraduate degree in business or a related field of study
• 2-3 years of Customer Relations experience (Automotive exposure preferred)
• 2-3 years of experience handling complex and escalated customer complaints
• Proficient in Microsoft Office (Word, Excel, PowerPoint, and Outlook) applications
• Exceptional verbal, business writing, and marketplace communications capabilities
• Demonstrated problem-solving, time management, organizational, and documentation skills.

QUALIFICATIONS (PREFERRED):

• Understanding of the automotive parts industry
• Previous experience with eCommerce customer service

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.

Benefits

Click here to learn more about our Benefits.

Join us as we pave the way to moving our company, our communities and our industry forward. Apply today at a location near you or wherever you dream the road will take you.

AutoNation is an equal opportunity employer and a drug-free workplace.