ADR & Customer Connections Administrative Assistant

About the position The Alternative Dispute Resolution (ADR) and Customer Connections Admin supports both the ADR and Customer Connections teams by handling a variety of administrative and operational tasks. This role plays a key part in ensuring smooth departmental processes, including billing, case tracking, and vehicle disposition. The position also provides ongoing support to regional and district teams while assisting Customer Connections leadership with daily operations. This position is based at the company's Franklin, TN headquarters. The Customer Relations team operates on a hybrid schedule, coming into the office 1–2 days per week with the flexibility to work remotely 3–4 days per week. Standard working hours are Monday through Friday, 8:00 AM to 5:00 PM, including a one-hour lunch break. Travel requirements for this role are minimal, limited primarily to local dealerships and the Franklin, TN technology center.

Responsibilities

• Assist with vehicle disposition and disposal processes, including resolving moderately complex issues, coordinating with vendors, handling auction transportation, and overseeing title applications
• Partner with regional teams and internal stakeholders (Legal, Vehicle Logistics, Aftersales) to coordinate vehicle dispatch, support ADR and Customer Connections processes, and ensure operational alignment
• Review claims invoices, track surrendered vehicle costs (including tax recovery), and support reporting and invoice creation to recover expenses
• Ensure timely handling and routing of legal documents, partnering with Legal to track cases and prevent delays
• Provide administrative and operational support to Customer Connections management to enhance overall customer experience
• Contribute to cross-functional projects and support ongoing training and process improvement initiatives
• Consistently meet departmental goals and deadlines while supporting broader team and company objectives

Requirements

• 3+ years in administrative support, operations, or customer relations, ideally in a cross-functional environment
• Strong understanding of ADR principles, processes, and billing requirements
• Proficiency in administrative tasks, including calendar management, invoicing, and reporting
• Ability to manage multiple priorities simultaneously with accuracy and attention to detail
• Professional, courteous, and collaborative approach with internal teams and field colleagues
• Proactive mindset with the ability to identify and implement process improvements
• Strong organizational and analytical skills, including invoice analysis and reporting
• Excellent verbal and written communication skills, able to liaise effectively across departments
• Capable of building relationships with regional teams, internal stakeholders, and external vendors
• Customer-focused mindset with commitment to enhancing the employee and client experience
• Self-motivated with the ability to operate independently
• Adaptable to changing priorities in a fast-paced, cross-functional environment
• Committed to meeting departmental goals and contributing to company-wide objectives

Nice-to-haves

• Bachelor’s degree or equivalent experience in business administration, operations, or a related field preferred

Benefits

• Enjoy comprehensive healthcare coverage, including medical, dental, and vision plans.
• Take advantage of our Discounted Employee Lease Car program, covering insurance, maintenance, and registration fees, with no down payment or credit check required.
• Benefit from our 401(k) with Company match and annual contributions based on years of service.
• Access professional development opportunities, including training, tuition reimbursement, and employee resource groups.
• Enjoy up to 30 days of paid time off, including holidays, vacation, and other leave options.
• Experience the perfect balance of remote and in-office work (~2 days remote, 3 days in-office) at our modern office, located in the vibrant Franklin, TN area.

Apply tot his job Apply To this Job