Escalations Specialist

Job Overview

What Drives You?

  • Succeeding and making major contributions?
  • The opportunity and support to maximize your potential?
  • Working with an organization that makes you proud?
  • Collaborating and thriving as part of a team?

We share your drive

DriveTime is more than a company. We’re a true team of strong, highly motivated performers that is committed to ensuring the success of each customer—and of each professional. If you have a real passion for continual learning and growth, are flexible enough to handle various roles, and feel compelled to do what you know is right, we may have an excellent opportunity for you.


The Customer Relations Specialist assists in the resolution of customer/agency complaints that require special handling and an expedited resolution. The nature of these situations can be highly sensitive and require patience and special handling. These inquiries are not related specifically to any one concern.


This position requires collaboration with DriveTime customers, our internal departments (i.e. Legal, Collections, Retail, etc.) and outside agencies. The rep must have the ability to maintain personal composure when confronted with a difficult situation.The qualifying candidate must enjoy helping people and have the ability to maintain personal composure when confronted with a difficult situation. He/she must be goal-oriented, enthusiastic, energetic, self-disciplined and have strong oral and written communication skills.

Job ID# 24991
Location: Mesa, Arizona
Interest: Operations
Type: Regular Full-Time
Post Date: 11/21/2018

A Day in the Life of an Escalations Specialist

  • Address formalized complaints from all areas of DriveTime, encompassing a range of situations that customers encounter both pre and post-sale.
  • Responds to complaints in a timely manner.
  • Interact and communicate with management across all lines of the business regarding customer concerns.
  • Researches accounts as a result of escalations and strives for resolution outside of the complaint process.
  • Miscellaneous duties may include: being involved in the training of the complaint process, processing subpoenas, developing training as needed, addressing customer concerns appropriately, as well as consistently looking for innovative methods on improving the overall business process.
  • Effectively managing customer conflict while under pressure.
  • Assuring the highest level of customer satisfaction.
  • Identifying trends, working closely with all levels of management.

Enjoy the Rewards and Benefits

Compensation: Extremely competitive pay

Benefits: Outstanding medical, dental and vision plans, paid time-off, tuition reimbursement, and 401K matching! (After only 30 days!)
Schedule: Enjoy a 5-day work week
Future: We’re a unique, highly respected, nationwide company with a strong culture of promoting from within. This isn’t a job. It’s a career.



  • High School Degree required. College Degree preferred
  • Minimum of three years' work experience, including a background in customer service/customer care and dispute resolution.
  • Must possess excellent verbal and written communications skills
  • Excellent ability to maintain composure with customer while striving toward superior customer service
  • Ability to handle multiple tasks and prioritize effectively.
  • Possess the energy and drive to accomplish goals, meet deadlines, and find solutions.
  • Strong leadership skills, strong ability to identify areas of opportunity and be responsive to address these needs.
  • Technological proficiency with a high level of attention to detail.
  • Any equivalent combination of education, training and/or experience that fulfills the requirements of the position will be considered. 

And when it comes to hiring, we don't just look for the right person for the job, we seek out the right person for DriveTime. Along the way, we provide plenty of opportunity to be creative and grow professionally in a fun, high-energy environment.


Hiring is contingent upon successful completion of our background and drug screening process. DriveTime is a drug-free, tobacco-free workplace and an Equal Opportunity Employer.


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Meet the DriveTime Crew!

We’re a team of innovators and engineers, movers and shakers, morning people and night owls, dreamers and believers, techies and talkers. But most of all we are a family. At DriveTime we’re fueled by the success of our employees as much as we are by the loyalty of our customers.

Brooke W.
Payroll Manager


What do you like most about working at DriveTime? The relationships I have built with both my coworkers and our employees. We are a very collaborative environment and I always feel that I can go to anyone with a question. There is a great work-life balance, and I truly believe that the company cares about my well-being.

What do you like to do outside of work? I love to spend time outside, and I try to hike and run as often as possible. Spending time with family and friends is my favorite thing to do.

Learn more about careers at DriveTime and view our open positions.

Take the next Step in Your Career at DriveTime.