BDC-Customer Relations Specialist-1

AutoNation, the nation’s largest and most respected automotive retailer, is in an exciting phase of growth and innovation. As part of this continued evolution, we’re seeking a dedicated customer service professional to join our Customer Relations team, a group committed to delivering exceptional service and maintaining the standards that have earned AutoNation national recognition.
Based in Fort Lauderdale, FL, AutoNation’s Customer Relations Operation (CRO) supports more than 300 locations across 20 states. As part of this team, you’ll play a key role on the front lines of our customer experience, acting as a critical liaison between our customers and store leadership.
This on-site position is available exclusively at our Corporate Head office. It requires a high level of professionalism, excellent written and verbal communication skills, and frequent collaboration with General Managers and Tier 2 support teams. In this role, you’ll be working in a fast-paced environment, handling high-level customer concerns with care, accuracy, and attention to detail.

Your primary responsibility will be managing inbound customer calls, gathering the necessary information, and escalating more complex issues to our Tier 2 team. You will also play an essential role in keeping store leadership informed by routing specific concerns to the General Manager and identifying trends that may need further attention.
To thrive in this role, you’ll need strong communication skills, a customer-first mindset, and the ability to follow established processes with consistency and precision. While you won’t be responsible for resolving major escalations directly, your contributions will help create smooth professional experience for every customer, ensuring a seamless handoff to the appropriate internal teams.
This role offers high visibility and regular interaction with store operations, executives, and corporate support functions. This is a great opportunity for someone ready to take the next step in their career, transitioning into a more professional, leadership-facing role where empathy, clarity, and accountability truly matter.

Job Responsibilities 
•    Assist with inbound calls related to vehicle purchase orders, customer complaints, product concerns, shipping issues, and general information inquiries.
•    Follow standard call handling procedures, ensuring all required details are captured in the customer intake form. Maintain accurate, up-to-date documentation in the system for all assigned cases.
•    De-escalate challenging situations while maintaining a calm, professional demeanor.
•    Act as a liaison between customers, store operations, and corporate support teams to research and resolve inquiries or complaints.
•    Handle an average of 40–60 new inbound calls daily while meeting established productivity and quality standards.
•    Identify and report website-related issues as needed.
•    Provide prompt, high-quality support in response to customer concerns related to vehicle purchases, service, or repairs.
•    Respond to inbound customer inquiries via phone, email, and chat, delivering exceptional service and fostering strong customer relationships.
•    Perform other duties as assigned.

Experience:
•    Undergraduate degree in business or a related field of study is preferred
•    1-2 years of Customer Relations experience (Automotive exposure preferred)
•    1-3 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

Skills:
•    Ability to think critically when faced with a problem or task
•    Ability to demonstrate genuine courtesy, diplomacy, and empathy 
•    Ability to work proactively, develop and maintain productive working relationships
•    Ability to maintain confidentiality, demonstrate good judgement, and critical thinking
•    Ability to manage multiple tasks simultaneously in a fast-paced and dynamic environment

Exciting Benefits and Perks Await You:

• Competitive compensation and 401k matching

• Enjoy a healthy work-life balance with insurance plans (health, dental, vision) and maternity benefits.

• Associate purchase and discount programs for new and pre-owned vehicles, services, parts, collision, accessories, and AutoGear

• Access amazing deals and discounts through YouDecide, a website with offers from top providers and retailers

• Join our DRVPNK mission to raise and donate millions