Customer Care Associate

2 weeks ago

Fort Lauderdale, Florida, United States AutoNation Full time

About AutoNation
AutoNation stands as one of the premier automotive retailers across the United States, delivering innovative solutions, outstanding services, and comprehensive offerings that empower our clients to make informed choices tailored to their needs. Our extensive network of dealerships, bolstered by a well-recognized brand, provides a diverse selection of new and pre-owned vehicles, financing options, parts, and expert maintenance and repair services. Through our DRV PNK initiative, we have successfully raised over $40 million for cancer-related causes, showcasing our dedication to positively impacting the lives of our Associates, Customers, and the communities we serve.

Position Overview
This role is essential in managing incoming customer interactions via calls, emails, chats, and texts. Additionally, it involves making outbound follow-up calls to customers and offering support services to the Collection teams.

Reporting Structure
This position reports directly to the Collection Supervisor or Collection Manager. The individual will primarily engage with customers, third parties requesting payoff quotes, and members of the collection teams.

Key Responsibilities

  • Respond promptly and professionally to incoming customer inquiries, which may include general account questions, document requests, address updates, payoff balances, or payment arrangements.
  • Meet and maintain established standards for call availability, duration, and abandonment rates.
  • Conduct outbound follow-up calls to customers as necessary regarding requested account information.
  • Receive, route, or respond to incoming customer correspondence appropriately.
  • Document and update accounts and incoming reports from customers and insurance companies related to vehicle incidents.
  • Provide support services to collection team members, including auto-pay enrollment, credit reference updates, or account inquiry callbacks.
  • Escalate customer complaints to management when necessary.
  • Adhere to company policies and procedures, ensuring compliance with all applicable federal and state regulations.

Qualifications

  • Exceptional customer service skills, including active listening, confirming understanding, and professionally handling criticism or complaints.
  • Strong verbal and written communication skills, with the ability to articulate complex issues clearly and effectively.
  • Ability to organize tasks and prioritize workloads while meeting deadlines.
  • General knowledge of applicable state and federal laws regarding debt collection, including the Fair Debt Collection Practices Act; proficiency in this area is a plus.
  • Understanding of consumer financial debt transactions, including installment loans, and the ability to explain these concepts to customers is advantageous.
  • Meticulous attention to detail.
  • Self-motivated and high-integrity, comfortable working independently or collaboratively within a team.
  • If remote work is required, reliable high-speed internet access and a dedicated workspace are necessary, along with compliance with all information security policies.
  • Bilingual proficiency in English and Spanish is preferred.

Education and Experience

  • A high school diploma or GED is required.
  • Previous experience in a customer service call-based role is beneficial.
  • Experience in the consumer financial services sector is preferred but not mandatory.
Benefits and Perks
  • Competitive compensation and 401k matching.
  • Enjoy a healthy work-life balance with comprehensive insurance plans (health, dental, vision) and maternity benefits.
  • Exclusive RX Pet program offering discounts on medications.
  • Associate purchase and discount programs for new and pre-owned vehicles, services, parts, collision, accessories, and AutoGear.
  • Access to exceptional deals and discounts through YouDecide, a platform featuring offers from top providers and retailers.
  • Join our DRV PNK mission to raise and donate millions of dollars to cancer research and treatment, partnering with cancer charities nationwide.

AutoNation is committed to fostering a diverse, equitable, and inclusive workplace. 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 cultivate a culture of belonging while contributing to our transformative work in the automotive industry. We value innovation, teamwork, and a commitment to making a positive impact in the world.

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