The Senior Customer Support Associate is tasked with handling escalated inquiries and delivering courteous, precise, and proficient responses to dealerships, District Sales Managers (DSMs), Market Managers, clients, vendors, and customers. Key responsibilities include managing escalations related to title mitigation, account resolutions, complaint investigations, and audit research. This role is integral in fostering and deepening relationships with internal and external customers.
Responsibilities:
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Manage and resolve escalated issues, complaints, and requests, including title mitigation, promptly and successfully.
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Produce compliance letters with accuracy and efficiency.
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Assist with grounding accounts and remarketing processes.
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Apply critical thinking and problem-solving skills to control high-demand, high-pressure situations.
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Communicate effectively, including handling inbound and outbound calls with dealers, customers, and service providers.
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Navigate multiple systems and processes, including Universal Exception Processor.
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Support fellow associates, team leads, and management as needed.
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Partner with new hires to provide training, development, and guidance.
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Advocate for and embrace new processes with enthusiasm.
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Handle miscellaneous tasks and special projects as assigned by management.
Required Skills and Competencies:
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Demonstrated ability to problem-solve and think critically in escalated situations.
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Proactive, team-oriented, and positive attitude.
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Ability to work autonomously with minimal supervision.
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Capable of thriving in a dynamic, high-pressure environment.
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Adaptability to changing priorities and processes.
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A high degree of accuracy and attention to detail.
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Great verbal, written, and interpersonal communication skills for effective interaction across various departments and roles.
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Proficiency in Service Cloud.
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Proficient PC and keyboard skills.
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Proficiency in Microsoft Office Suite.
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This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of JM Family. All work arrangements are subject to associate performance, business need and manager discretion, and may be revised as necessary.
JM FAMILY IS PROUD TO BE AN EQUAL OPPORTUNITY EMPLOYER
JM Family Enterprises, Inc. is an Equal Employment Opportunity employer. We are committed to recruiting, hiring, retaining, and promoting qualified associates without regard to age, race, religion, color, gender, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, gender expression, mental or physical disability, national origin, marital status, citizenship, military status, genetic information, veteran status, or any other characteristic protected by federal, state, provincial, or local law.
DISABILITY ACCOMMODATIONS
If you have a disability and require a reasonable accommodation to complete the job application process, please contact JM Family’s Talent Acquisition department at [email protected] for assistance. If you have an accommodation request for one of our recruiting events, please notify us at least 72 hours prior so that we may provide assistance.
Top Skills
What We Do
JM Family Enterprises, Inc. was founded by automotive legend, Jim Moran in 1968. It is a privately held company with $16 billion in revenue and more than 4,500 associates. Rooted in automotive and united in its strong culture and core values, JM Family is in the business of helping other businesses succeed. As a long-term partner, it is invested in its companies, associates and its communities. Driven by exceptional performance, current subsidiaries are in the automotive, financial services and franchising industries. Its family of companies includes: Southeast Toyota Distributors, the world’s largest independent distributor of Toyota vehicles; JM&A Group, a company committed to improving automotive dealers’ performance by offering Finance & Insurance products and services, dealership training and consulting; World Omni Financial Corp. (dba Southeast Toyota Finance), a captive financial services company driven to delivering an exceptional dealership and customer experience for Toyota customers in the Southeast; JM Lexus, one of South Florida’s leading Lexus dealers; DataScan, a provider of solutions for wholesale asset financing and inventory risk management; and Home Franchise Concepts, a multi-brand franchise network consisting of Budget Blinds, Tailored Living featuring PremierGarage, Concrete Craft, AdvantaClean, Kitchen Tune-Up, Bath Tune-Up and Two Maids & A Mop.
JM Family has earned various awards for its culture, products and services, including 23 consecutive years on Fortune’s 100 Best Companies to Work For list.
