[Hiring] CFS CXL Phone Desk Specialist @AutoNation

Role Description

The CFS Cancellation Phone Desk Associate handles all phone calls and incoming requests from customers, dealerships, and lenders regarding product cancellation requests. The Associate is responsible for creating tickets, opening Cancellation processes, explaining the process and timelines, and providing an excellent customer service experience through all communications.

Who would I interact with?

• Internal and external customers at various levels
• Other SSC Departments
• Fellow teammates
• Management

What are the day-to-day responsibilities?

• Answer phone calls and email requests regarding product cancellations
• Opening tickets for new cancellation requests
• Create Cancellation Processes in BPMS Workflow and obtain all necessary documentation
• Maintain professionalism in all verbal and written communications
• Provide resolution information and statuses on cancellation requests and escalate critical issues appropriately
• Assist Cancel Team in completing Cancellation processes as needed

Requirements

• Previous customer service phone experience not required but a plus
• Minimum 1 year experience with SSC Cancellation Team
• Full familiarity with cancellation processes and BPMS Cancellation workflow
• Ability to handle heat cases with the utmost professionalism
• Basic knowledge of Microsoft Office / basic computer skills
• Understand basic accounting principles and logic
• Proven skills in a high-stress environment

Benefits

• 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 of dollars to cancer research and treatment, partnering with cancer charities nationwide