Customer Relations Escalation Specialist 2

Position Summary:

The Customer Relations Escalation Specialist II serves as a Tier 2 customer advocate, independently resolving complex and sensitive inquiries escalated by a Customer Relations Escalation Specialist I or raised directly by external and internal customers and marketing partners across AutoNation stores and business units. The specialist researches complaints involving vehicle purchases, products, service and repairs, and requests for information; applies company policy and sound business judgment; and develops resolutions that protect both the customer experience and the AutoNation brand.


This highly visible role is cross-trained in Customer Relations and Customer Experience & Reputation team processes and handles inbound calls on behalf of the Executive Committee. The specialist partners closely with General Managers, Market Presidents, the Legal Department, and corporate support functions, communicating with executive-level professionalism and discretion across phone, direct mail, and email, and flagging high-risk online review and social media concerns to the Customer Experience & Reputation team. Success in the role depends on advanced de-escalation skills, timely and well-documented case resolution, and the ability to recognize and communicate emerging market issues.


Organizational Relationships:

Internally, the specialist works closely with Customer Relations Escalation Specialist I team members, General Managers, and store operations teams across AutoNation stores, partners with Market Presidents on executive-level cases, and handles inbound calls on behalf of the Executive Committee. Key corporate partners include the Legal Department (lawsuits, pre-suit demand letters, and legal releases), AutoNation Business Operations Support (escalated warranty cancellations), and the Customer Experience & Reputation team (high-risk online concerns, cases with public reputation exposure, the BBB profile and public responses, and Warranty referrals), along with other corporate support functions. Externally, the specialist interacts with customers, marketing partners, vendors, and the Better Business Bureau.

Job Responsibilities

· Manage complex and sensitive customer complaints and executive-level escalations referred by Customer Relations Escalation Specialist I, which may include a high volume of complex email inquiries, inbound calls on behalf of the Executive Committee, and shared-inbox requests involving vehicle purchases, service or repair concerns, program offers, campaigns, sponsorships, vendor matters, and customer opt-outs.

· Investigate complaints by reviewing supporting documentation and verifying that store actions comply with company policies, then independently resolve cases and issue final customer communications; submit claim-denial correspondence for manager review and approval and escalate to the manager only when a case requires additional support.

· Serve as the liaison among customers, store operations, executives, and corporate support functions, partnering with General Managers, Market Presidents, and the Legal Department on executive cases and advising General Managers on matters such as legal releases to prevent unnecessary escalation.

· Promptly forward lawsuits and pre-suit demand letters to the Legal Department; resolve non-legal demand letters and individual Better Business Bureau (BBB) complaint cases in accordance with established procedures; and partner with AutoNation Business Operations Support on escalated warranty cancellation cases.

· Flag high-risk online review and social media concerns to the Customer Experience & Reputation team in accordance with established procedures and resolve the underlying customer case; do not post responses on review or social platforms.

· Remain the case owner through resolution on escalated cases with public reputation exposure, coordinating with the Customer Experience & Reputation team as needed.

· Document and track all cases in the CRM system, maintain timely follow-up with customers and stakeholders, and close cases within established service-level agreement (SLA) timeframes.

· Prepare weekly Excel reports on case volumes, categories, trends, and outcomes, and present Friday case studies to the manager that highlight recurring concerns, store-level issues, root causes, and recommended store action plans.

· Conduct up to two store visits annually to support investigations or resolution activities, documenting findings and recommended actions.

· Serve as a resource to Customer Relations Escalation Specialist I team members on escalation criteria and case handling.

· Perform other duties as assigned.

Measurable Expectations

· Case management and SLA compliance: Percentage of assigned cases closed within the applicable SLA timeframe, with case volume, aging, and required customer and stakeholder follow-up managed within established expectations.

· Documentation and communication quality: Percentage of audited cases with complete, accurate, and timely CRM records, and percentage of final customer communications approved without material revision for accuracy, tone, policy alignment, and completeness.

· Insights and field work: Completion of assigned Friday case studies and up to two annual store visits, each supported by CRM data, documented findings, and actionable recommendations with owners and follow-up status.

· Quality assurance: Adherence to company policies, escalation procedures, confidentiality requirements, and Customer Experience & Reputation team handoff standards.

Qualifications

· Bachelor’s degree in business or a related field, or an equivalent combination of education and experience.

· Minimum of three years of customer relations experience, including demonstrated ownership of complex and escalated complaints through final resolution, written resolution correspondence, and partnership with senior stakeholders; automotive retail experience, including familiarity with dealership service, warranty products, or consumer complaint processes, preferred.

· Intermediate Excel skills (pivot tables, charts, and data summaries); proficiency in Word, PowerPoint, and Outlook; and experience with CRM systems and familiarity with major social media and online reputation platforms.

· Exceptional verbal and business writing skills, with advanced de-escalation ability and the courtesy, diplomacy, and empathy to resolve high-stakes customer concerns.

· Strong critical-thinking, analytical, and problem-solving skills, including the ability to identify trends and root causes in case data, with sound judgment in recognizing legal and reputational risk.

· Demonstrated ability to manage multiple priorities, deadlines, and detailed case documentation in a fast-paced environment.

· Proven ability to work proactively, build productive relationships across all levels of the organization, and handle confidential information with discretion appropriate to each complaint or claim.

· Ability to travel occasionally to AutoNation stores (up to two visits annually).

· Bilingual proficiency in English and Spanish preferred.

Career Progression: Sr. Specialist, Customer Experience & Reputation

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

AutoNation 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.
 

AutoNation 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. We value innovation, teamwork, and a commitment to making a positive impact in the world.