Customer Advocate

Location: United States-based automotive retail organization; specific role location is not stated.

Company

hirify.global is a large United States automotive retailer operating dealerships and providing new and used vehicles, financing, parts, maintenance, repair, and related services.

What you will do

• Resolve customer inquiries and complaints related to vehicle purchases, service and repair issues, offers, campaigns, sponsorships, and vendors.
• Act as a liaison between customers, store operations, corporate support functions, General Managers, Market Presidents, and the Legal Department.
• Investigate complaints, demand letters, Better Business Bureau cases, warranty cancellations, opt-out requests, and executive cases.
• Manage email inquiries, shared inboxes, phone and digital communications, call documentation, and case database records.
• Guide General Managers on complex issues and prepare written claim-denial communications when required.
• Prepare and present weekly Excel reports on case types while meeting production and documentation goals.

Requirements

• Undergraduate degree in business or a related field.
• 3–5 years of Customer Relations experience, including 3–5 years handling complex and escalated customer complaints. Automotive exposure is preferred.
• Understanding of the automotive industry.
• Proficiency in Microsoft Word, Excel, PowerPoint, and Outlook.
• Proficiency with major social media platforms, including Facebook, Twitter, and LinkedIn.
• Exceptional verbal, business writing, and social media communication skills.
• Problem-solving, critical thinking, time management, organization, documentation, confidentiality, diplomacy, empathy, and sound judgment.
• Ability to manage multiple tasks in a fast-paced environment, investigate issues with relevant parties, maintain productive working relationships, and appropriately share confidential information.

Culture & Benefits

• Competitive compensation and 401(k) matching.
• Health, dental, and vision insurance plans, plus maternity benefits.
• Associate purchase and discount programs for vehicles, services, parts, collision, accessories, and AutoGear.
• Access to additional retailer and provider discounts through YouDecide.
• Participation in the DRVPNK mission supporting cancer research, treatment, and charitable organizations.
• Commitment to diversity, equity, inclusion, innovation, teamwork, and a culture of belonging.