{"id":3005304,"url":"https://alion.io/job/autonation-customer-advocate-2","title":"Customer Advocate","company":{"id":1790418,"name":"AutoNation","domain":"autonation.com","url":"https://alion.io/company/autonation","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":89,"open_postings":28,"ghost_share":0,"stale_share":0.643,"repost_share":0,"time_to_fill_p50_days":21,"computed_at":"2026-10-23T05:54:15Z"}},"role":"Legal","role_family":"Legal","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":70000,"max_usd":169000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":1036},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"Outlook","optional":false}],"status":"live","first_seen_at":"2026-10-21T13:33:50Z","employer_posted_date":"2026-10-21","last_verified_at":"2026-10-22T11:07:23Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"AutoNation, the nation’s largest and most admired Dealership group, is in an exciting phase of innovation and growth. We are looking for a Customer Relations Specialist II (CRS) to join our exciting and expanding team! AutoNation’s Customer Relations Operation (CRO) is located in the Fort Lauderdale, FL corporate office. We are enthusiastic about serving customers, continuous improvement, and providing excellent service. This mission is central to how each member approaches their work. The team culture is collaborative, inclusive, and energetic. We enjoy contributing to the company’s continued success.As a Customer Relations Specialist II (CRS), you will manage and resolve inquiries from both external and internal customers, as well as marketing partners, across all AutoNation stores and businesses. This role involves addressing a wide range of cases, including complaints, product issues, and general information requests. The CRS position requires advanced skills in managing complex issues and de-escalating situations while maintaining a calm and professional demeanor. CRS agents are key representatives of the company, handling all business-related inquiries and being well-versed in company policies and procedures to provide effective customer assistance. They also collaborate closely with General Managers, Market Presidents, and the Executive Legal Department.\nIn this role, the CRS acts as a customer advocate, conducting thorough research and applying solid business judgment to provide effective solutions. Specialists use various resources and tools to efficiently resolve cases and ensure exceptional customer experiences. The CRS must be a skilled and professional communicator with experience engaging through Phone, Direct Mail, Email, Google Reputation, and Social Media channels.\nThis role offers high visibility and regular interaction with store operations, executives, and corporate support functions. Success in this position involves meeting production goals, maintaining accurate documentation, and consistently executing standard processes, all of which are key areas of performance evaluation\n\nJob Description\nJob Responsibilities:\nProactively deliver exceptional service in response to inbound customer inquiries related to vehicle purchases, service or repair issues, program offers, campaigns, sponsorships, and vendor-related matters.\nAct as a liaison between customers, store operations, and corporate support functions to research and resolve inquiries or complaints.\nFollow all standard call management procedures, complete necessary call documentation, and maintain accurate database records for assigned cases.\nManage up to 20 new mildly complex email inquiries and/or complaints daily, ensuring a high standard of service.\nAddress mildly complex executive cases daily, working directly with the Legal Department, General Managers, and Market Presidents to resolve issues effectively.\nForward all lawsuits and pursuit demand letters to the Legal Department promptly.\nAddress all non-legal demand letters promptly.\nInvestigate and address all Better Business Bureau complaints and inquiries.\nGuide General Managers on mildly complex issues to prevent escalation to the corporate office, including legal releases.\nCollaborate with the Shared Service Center to process escalated warranty cancellations.\nHandle customers opt-out requests via phone and email.\nMonitor and manage shared email inboxes.\nPrepare and present weekly reports on case types using Excel.\nPerform other duties as assigned.\nQualifications (Mandatory)\nUndergraduate degree in business or a related field of study\n3-5 years of Customer Relations experience (Automotive exposure preferred)\n3-5 years of experience handling complex and escalated customer complaints\nProficient in Microsoft Office (Word, Excel, PowerPoint, and Outlook) applications\nProficient user of all major social media platforms (Facebook, Twitter, LinkedIn, etc.)\nExceptional verbal, business writing, and social media communications capabilities\nDemonstrated problem-solving, time management, organizational and documentation skills.\nUnderstanding of the automotive industry.\nSkills:\nAbility to think critically when faced with a problem or task.\nAbility to demonstrate genuine courtesy, diplomacy, and empathy.\nAbility to work proactively and develop and maintain productive working relationships.\nAbility to maintain confidentiality and demonstrate good judgment and critical thinking.\nAbility to manage multiple tasks simultaneously in a fast-paced and dynamic environment.\nAbility to provide a written final communication to deny claims on behalf of the corporate office.\nAbility to conduct a thorough investigation with the appropriate parties involved.\nAbility to share confidential information appropriately based on claims received from associates.\nㅤ\nExciting Benefits and Perks Await You:\nCompetitive compensation and 401k matching\n\nEnjoy a healthy work-life balance with insurance plans (health, dental, vision) and maternity benefits.\n\nAssociate purchase and discount programs for new and pre-owned vehicles, services, parts, collision, accessories, and AutoGear\n\nAccess amazing deals and discounts through YouDecide, a website with offers from top providers and retailers\n\nJoin our DRVPNK mission to raise and donate millions of dollars to cancer research and treatment, partnering with cancer charities nationwide\n\nAutoNation is one of the largest automotive retailers in the United States, offering innovative products, exceptional services, and comprehensive solutions, empowering our customers to make the best decisions for their needs. With a network of dealerships nationwide strengthened by a recognized brand, we offer a wide variety of new and used vehicles, customer financing, parts, and provide expert maintenance and repair services. Through DRV PNK, we have raised over $40 million for cancer-related causes, demonstrating our commitment to making a positive difference in the lives of our Associates, Customers, and the communities we serve.\nAutoNation is committed to creating a diverse, equitable, and inclusive environment in our workplace and the services we provide. 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 foster a culture of belonging while contributing to our revolutionary work in the automotive industry. 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