Position Summary:

The Support Desk Associate handles all phone calls and ticket requests coming into the SSC from dealerships, customers and suppliers. Associate is responsible for providing an excellent customer service experience through phone conversations, writing emails, determining which SSC department may resolve the potential issue, and researching items to best assist requestor. They can also provide information on processes, answer how-to questions and handle emergency requests appropriately.

Who would I interact with?

Interacts with internal and external customers at various levels, other SSC Departments, their fellow teammates and management.

What are the day-to-day responsibilities?

• Answer phone approx. 40-60 calls a day
• Resolution of issues through phone calls or ticket inquiries
• Respond to emails regarding potential issues with professionalism and in a timely manner
• Research items using Fortis, CDK, Bank of America, Service Desk and MS Office
• Provide resolution information and statuses on all types of requests and escalate critical issues appropriately
• Identify potential issues by seeing trends and implementing course of action to resolve

What are the requirements for this job?

• Bilingual verbal & written (Spanish and English) - required
• Previous phone experience not required but a plus
• Ability to handle heat cases with the upmost professionalism
• Basic knowledge of Microsoft Office / basic computer skills
• Understand basic accounting principles and logic
• Minimum typing speed of 40 WPM
• Proven skills in high stressful environment

What’s my next possible position?

Support Desk Training Lead or other SSC department positions

AutoNation is an equal opportunity employer and a drug-free workplace.

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.

Benefits

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Join us as we pave the way to moving our company, our communities and our industry forward. Apply today at a location near you or wherever you dream the road will take you.

AutoNation is an equal opportunity employer and a drug-free workplace.