Customer Relations Representative – Customer & Dealership Support

About the Role

As a Customer Relations Representative, you will play an important role in creating positive experiences for automotive customers and dealership teams. Our team partners closely with dealerships while serving as a resource for customers who need assistance with questions, concerns, and issues related to their vehicle ownership experience.

You will listen to customer concerns, research available solutions, provide knowledgeable guidance, and work with dealership personnel when additional support or coordination is needed.

This is a great opportunity for someone who enjoys helping people, solving problems, learning about automotive technology, and making complicated situations easier for customers. Every interaction is an opportunity to build trust and help create a positive experience.

What You'll Do

• Customer Interaction: Engage with customers by answering incoming calls, listening carefully to their questions or concerns, and providing professional, empathetic, and timely assistance.
• Customer Advocacy: Take ownership of customer concerns and work to understand the situation from the customer's perspective while helping identify the best available path toward resolution.
• Dealership Partnership: Work collaboratively with dealerships to help address customer concerns, provide guidance, and coordinate information when dealership involvement is needed.
• Problem Resolution: Research customer concerns, determine appropriate solutions, and follow through to help ensure issues are addressed effectively and efficiently.
• Recall & Customer Support Program Assistance: Provide customers and dealership personnel with guidance related to vehicle recalls and Customer Support Programs, including helping explain available resources and next steps.
• Warranty Support: Assist with questions related to warranty parameters and dealership processes, helping customers better understand their options while partnering with dealerships when necessary.
• Connected Services Support: Assist customers with connected services enrollment, connectivity questions, and troubleshooting. Help customers navigate technology-related concerns and provide clear instructions for available solutions.
• Technical Assistance: Provide support for in-vehicle technology, including phone pairing, multimedia systems, navigation, and other connected vehicle features.
• Research & Investigation: Utilize internal systems, online resources, reference materials, and available tools to research unique or complex customer concerns and identify accurate, appropriate solutions.
• Multi-Tasking Excellence: Navigate multiple software applications and systems while actively listening to customers, documenting information, researching concerns, and communicating solutions.
• Dealership Coordination: When a customer concern requires dealership involvement, work with the appropriate dealership contacts to help facilitate communication and support a successful customer outcome.
• Escalation Assistance: Recognize concerns that require additional review or support and follow established escalation procedures while maintaining ownership of the customer experience.
• Clear Communication: Explain processes, technical information, and next steps in a clear and easy-to-understand manner, adapting your communication style to meet each customer's needs.
• Emotional Intelligence: Use empathy, patience, and professionalism when interacting with customers who may be frustrated, confused, or experiencing a challenging situation.
• Customer Experience: Look for opportunities to make each interaction easier and more positive. Your goal is not simply to answer a question, but to ensure the customer feels heard, supported, and confident about their next steps.
• Accuracy & Attention to Detail: Accurately document customer interactions, follow established procedures, and ensure information is handled consistently and appropriately.
• Attendance & Punctuality: Maintain excellent attendance and punctuality to provide reliable and consistent support to our customers and dealership partners.