Customer Support Specialist

DriveTime Car Sales; Mesa (AZ); On-site; USD 35,000 - 55,000; Full time

Benefits offered by this job

Health insurance

401(k)

Life insurance

Disability insurance

Tuition reimbursement

Wellness program

Game room

In-house gym

Social events

Paid time off

Job summary

DriveTime Family of Brands is seeking a dedicated Customer Experience Specialist to handle inquiries, resolve issues, and maintain high levels of customer satisfaction across multiple channels.

You will collaborate with different teams to research concerns, manage cases with attention to detail, and uphold performance standards with a customer-first mindset.

Qualifications

• Excellent verbal and written communication skills.
• Ability to work well in a high-functioning team environment.
• Attention to detail and timely responses.
• Positive emotional resilience and customer-focused mindset.

Responsibilities

• Respond to inquiries and complaints promptly through proactive follow ups.
• Interacting with customers through multiple means of communication, including phones, text, and social media.
• Communicate with all lines of the business to properly research customer concerns.
• Attention to detail to ensure accurate representation of their cases.
• Problem solving with autonomy to offer assistance when appropriate.
• Effectively managing customer conflict while under pressure.
• Show empathy and act as a single point of contact to ensure customer satisfaction.
• Meet/exceed performance goals to deliver best-in-class customer experience within SLAs.
• Assist with training and identify ways to improve business processes.

Skills

Verbal communication

Written communication

Team player

Attention to detail

Timeliness

Resilience

Education

High School Diploma

Job description

What's Under the Hood

DriveTime Family of Brands is the largest privately owned used car sales finance & servicing company in the nation. Headquartered in Tempe, Arizona and Dallas, Texas, we create opportunities and improve the lives of our customers and our employees by placing a focus on putting the right customer, in the right vehicle, on the right terms and on their path to ownership.

You can find DriveTime's tire tracks across the nation with dealerships where we embrace a transparent pricing approach, eliminating haggling and gimmicks and reconditioning centers where we breathe new life into pre-owned vehicles. Regardless of where you're located, if you've got DRIVE and you're looking to make an impact, we'd love for you to make a difference with us!

That's Nice, But What's the Job?

Responsibilities of the Job (Or Better Known as, Your Next Destination)

• Responding to inquiries and complaints promptly through proactive follow ups.
• Interacting with customers through multiple means of communication, including phones, text, and social media.
• Communicating with all lines of the business to properly research customer concerns.
• Attention to detail to ensure accurate representation of their cases.
• Problem solving with autonomy to offer assistance when appropriate.
• Effectively managing customer conflict while under pressure.
• Showing empathy and understanding for the customer's situation and act as a single point of contact for customers to ensure the highest level of customer satisfaction by setting proper expectations.
• Meet/exceed performance goals set by the company to deliver best in class customer experience by managing inbound and outbound customer communications within Service Level Agreements.
• Duties include, but are not limited to, being involved in and helping to develop training as needed, addressing customer concerns appropriately, assisting with legal settlements, as well as identifying trends and consistently looking for innovative methods on improving the overall business process.

Knowledge, Skills and Abilities (The Good Stuff)

• Passionate and goal oriented.
• A mind for the details.
• Ability to work well in a high-functioning team environment.
• Excellent verbal and written communication skills.
• Timely.
• Positive emotional resilience.

Requirements (a.k.a. What You Need to Get the Job Done)

• High School Diploma required.
• 2+ years of experience in collections, financial services, and/or phone-based sales, customer service or customer relations.

So What About the Perks? Perks matter

• Medical, dental, and vision, oh my! DriveTime Family of Brands covers a sizable amount of insurance premiums to ensure our employees receive top-tier healthcare coverage.
• 401(K), Company paid life insurance policy, short and long-term disability coverage to name a few.
• Growth Opportunities. You grow, I grow, we all grow! But seriously, DriveTime Family of Brands is committed to providing its employees with every opportunity to grow professionally with roughly over 1,000 employees promoted year over year.
• Tuition Reimbursement. We're as passionate about your professional development as you are. With that, we'll put our money where our mouth is.
• Wellness Program. Health is wealth! This program includes self-guided coaching and journeys, cash incentives and discounts on your medical premiums through engaging in fun activities!
• Gratitude is Green. We offer competitive pay across the organization, because, well... money matters!
• Game Room. Gimme a break - no, not a Kit Kat ad but we do have a ping-pong table, a pool table and other games if you ever need a break in your day.
• In-House Gym. We want our employees to be the best versions of themselves. So come early, take a break in your day, or finish strong with a workout!
• Enjoy Social Events? Bring it on. Rally with your team for festive gatherings, team competitions or just to hang out!
• We Care and Value YOU! Feel the love and let us treat you to company outings, personal rewards, amazing prizes & much more!
• Paid Time Off. Not just lip service: we work hard, to play hard ! Paid time off includes (for all full-time roles) wellness days, holidays, and good ole' fashioned YOU time! For our Part-timers, don't fear you get some time too...vacation time is available - the more you work, the more you earn!

Anything Else? Absolutely.

DriveTime Family of Brands is Great Place to Work Certified! And get this: 90% of our rockstar employees say they feel right at home here. We could spend a lot of time having you read about ALL our awards, but we'll save time (and practice some humility) just naming a few others; Comparably Awards: Best Company for Diversity, Best Company Culture and Best Company Leadership, oh and don't forget Phoenix Business Journal Healthiest Employers (okay, we’ll stop there)! Hiring is contingent upon successful completion of our background and drug screening process. DriveTime is a drug-free, tobacco-free workplace and an Equal Opportu