Customer Experience Specialist - Ruby Car

RubyCar Customer Experience Resolution Specialist

The Impact You'll Make:

As a Customer Experience Resolution Specialist, you'll be the trusted advocate who transforms challenges into opportunities and ensures every RubyCar customer feels valued and supported. Acting as the frontline problem solver, you'll handle escalations with confidence, empathy, and creativity - from missing paperwork to delivery hiccups, vehicle reconditioning, and beyond. Your work will directly shape customer satisfaction, build trust in our brand, and strengthen long-term relationships with both customers and vendors.

What You'll Do:

Customer Advocacy & Problem Resolution

• Serve as the escalation point for complex customer concerns, investigating root causes and crafting thoughtful, lasting solutions.
• Handle delivery challenges by coordinating shipments, troubleshooting delays, and ensuring clear communication with customers and logistics partners.
• Manage complaints with empathy and professionalism, turning difficult interactions into opportunities to build loyalty.
• Track down and resolve missing paperwork issues by liaising with internal teams to ensure smooth, timely transactions.
• Partnering with service teams regarding maintenance and reconditioning concerns to guarantee all vehicles meet RubyCar's high standards.

Collaboration

• Act as the customer's voice within RubyCar, ensuring internal teams stay aligned with customer needs and expectations.

Communication & Relationship Building

• Maintain transparent, timely, and professional communication with customers, vendors, and internal stakeholders.
• Build strong, trust-based relationships that reinforce RubyCar's reputation for service excellence.
• Deliver insights and feedback to leadership, helping shape strategies that elevate the customer experience.

What We're Looking For:

Education & Experience

• High School Diploma or GED required; Associate's or higher degree preferred.
• 2+ years in customer service, escalation handling, or a related role - preferably in a fast-paced environment.
• Experience in automotive, transactional, or digital sales processes is a plus.

Skills & Competencies

• Exceptional communication (verbal and written) and interpersonal skills.
• Strong problem-solving ability with a balance of analytical and creative thinking.
• Customer-first mindset, with proven success in delivering outstanding service.
• Proficiency in CRM systems (Cox Communications, VITU or similar), MS Office, and digital sales tools.
• Ability to remain calm, empathetic, and solutions-focused in escalated situations.
• Self-motivated, resourceful, and proactive in exceeding expectations.
• Consistent reliability and punctual attendance.

Why Join RubyCar?

At RubyCar, we're redefining the car buying and ownership experience. By joining our team, you'll play a critical role in shaping customer trust and loyalty, while also growing your career in a supportive, innovative, and customer-obsessed environment. If you thrive on problem-solving, making a direct impact, and turning challenges into wins - this is the role for you.

Benefits:

We provide a competitive salary as well as bonus potential, in addition to comprehensive benefits that include Medical, Prescription Plans, Dental, Vision, Flexible Spending Accounts, Basic and Voluntary Life and AD&D, PTO, and 401K Savings Plan with company match of 6%.

Avis Budget Group is an equal opportunity employer - M/F/Veterans/Disabled.