Automotive Compliance: Cancellation & Customer Care Pro

Toyota of Urbana; Oakbrook Terrace (IL); On-site; USD 27,000 - 39,000; Full time

Benefits offered by this job

Medical, dental, vision

401(k)

Paid vacation and sick time

Discounts on products, services, and车辆

Family owned and operated for more 90+

Job summary

Ed Napleton Automotive Group in Oakbrook Terrace, IL is seeking a Compliance Cancellation / Customer Care Specialist to oversee our cancellation process for OEM and dealer products, assist customers, and coordinate with dealership teams to issue refunds.

The role requires automotive dealership experience, strong customer care, excellent communication, and the ability to manage multiple requests from submission to completion; travel up to 10% is possible, with a Monday–Friday schedule and

Qualifications

• Two or more years of automotive dealership experience in product cancellations, billing, accounting, finance support, or a related role.
• Strong customer care skills and the ability to remain professional and patient during difficult conversations.
• Clear verbal and written communication skills, with confidence speaking to customers, dealership staff, product providers, and state agencies.
• Strong organizational skills and the ability to manage multiple requests, prioritize follow-up, and meet deadlines.
• Proficiency with Microsoft Office, including Outlook and Excel, and the ability to learn cancellation portals and tracking systems.
• Ability to travel up to 10% as needed.

Responsibilities

• Oversee the established cancellation process for OEM and dealer products, tracking each request from receipt through completion.
• Review cancellation requests and supporting documents for completeness, and follow up with customers or dealership staff to obtain missing information.
• Work closely with dealership accounting and finance teams, product providers, and lienholders as needed to confirm cancellation status and resolve delays.
• Follow up on all cancellation requests to ensure they are completed and refunds have been issued to the appropriate party.
• Contact customers by phone and email to explain the cancellation process, request documents, answer questions, and provide status updates.
• Handle customer concerns with patience, professionalism, and care, including situations involving delayed refunds or frustrated customers.
• Maintain accurate records of cancellation requests, customer communications, follow-up efforts, and refund information.
• Identify overdue requests or unresolved concerns and bring them to the Compliance Manager’s attention.
• Assist other Compliance Department teams with customer and state agency communications, document requests, and follow-up as needed.
• Protect confidential customer information and maintain high ethical standards in all actions.

Skills

Automotive dealership experience

Tools

CDK

Job description

Ed Napleton Automotive Group in Oakbrook Terrace, IL is seeking a Compliance Cancellation / Customer Care Specialist to oversee our cancellation process for OEM and dealer products, assist customers, and coordinate with dealership teams to issue refunds.

The role requires automotive dealership experience, strong customer care, excellent communication, and the ability to manage multiple requests from submission to completion; travel up to 10% is possible, with a Monday–Friday schedule and