Customer Relations Specialist II

Undergraduate degree in business or a related field of study
3-5 years of Customer Relations experience (Automotive exposure preferred)
3-5 years of experience handling complex and escalated customer complaints
Proficient in Microsoft Office (Word, Excel, PowerPoint, and Outlook) applications
Proficient user of all major social media platforms (Facebook, Twitter, LinkedIn, etc.)
Exceptional verbal, business writing, and social media communications capabilities
Demonstrated problem-solving, time management, organizational and documentation skills
Understanding of the automotive industry.

Proactively deliver exceptional service in response to inbound customer inquiries related to vehicle purchases, service or repair issues, program offers, campaigns, sponsorships, and vendor-related matters.
Act as a liaison between customers, store operations, and corporate support functions to research and resolve inquiries or complaints.
Follow all standard call management procedures, complete necessary call documentation, and maintain accurate database records for assigned cases.
Manage up to 20 new mildly complex email inquiries and/or complaints daily, ensuring a high standard of service.
Address mildly complex executive cases daily, working directly with the Legal Department, General Managers, and Market Presidents to resolve issues effectively.
Forward all lawsuits and pursuit demand letters to the Legal Department promptly.
Address all non-legal demand letters promptly.
Investigate and address all Better Business Bureau complaints and inquiries.
Guide General Managers on mildly complex issues to prevent escalation to the corporate office, including legal releases.
Collaborate with the Shared Service Center to process escalated warranty cancellations.
Handle customers opt-out requests via phone and email.
Monitor and manage shared email inboxes.
Prepare and present weekly reports on case types using Excel.
Perform other duties as assigned.

Ability to think critically when faced with a problem or task.
Ability to demonstrate genuine courtesy, diplomacy, and empathy.
Ability to work proactively and develop and maintain productive working relationships.
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 a written final communication to deny claims on behalf of the corporate office.
Ability to conduct a thorough investigation with the appropriate parties involved.
Ability to share confidential information appropriately based on claims received from associates.