Customer Experience Specialist
Reports to: Fixed Operations Director
About Us
At Schulte Subaru, we are devoted to the idea that every interaction is a chance to make the world a little better. That’s why we partner with our local community to make real impacts in the lives around us through kindness and respect. We believe in these things not only because they are good for business, but because it’s the right thing to do.
Work Environment
At Schulte Subaru, we believe our employees and customers should feel special every time they walk in our doors. Kindness is not just a word that we use, but it’s the way we do business. We show kindness through our commitment to our community, our commitment to going above and beyond to help others, and our commitment to our employees and customers.
This position primarily works behind a desk in the office. Physical requirements of this role include:
- Ability to sit for extended periods of time
Schedule
Monday–Friday, 7:15 AM–5:30 PM
About the Role
As a Customer Experience Specialist, you will play an essential role as one of the first interactions a customer has with our service department. The Customer Experience Specialist is responsible for answering all incoming service calls and either scheduling an appointment or forwarding them to the correct service advisor, as well as greeting guests in a kind, professional manner. You will also be responsible for completing other administrative tasks as assigned by your manager.
Responsibilities
- Answer, screen, and forward any incoming service phone calls
- Schedule service appointments in our scheduling software
- Maintain quality customer service at all times
- Answer or refer inquiries of customers in a professional manner and direct them to the correct service advisor, office, or department
- Check in with customers in the lounge frequently to give service status updates
- Troubleshoot customer vehicle issues to the best of your ability
- Make calls on missed appointment reports
- Keep the customer lounge tidy and snacks/drinks stocked (e.g., coffee machine, popcorn, chips)
- Assist the service team and management with other tasks and events as needed
Requirements
- Customer service experience preferred
- Attention to detail
- Quality writing and grammar skills
- Organization skills
- Ability to provide excellent customer service
- A professional presence in person and over the phone
- Team-oriented mindset, positive attitude, and energetic personality
Offers of employment are contingent upon successfully passing a background screening including a criminal background check, a review of motor vehicle records, and verification of social security number.
Benefits
- Health, dental, and vision insurance
- 401k (with company match)
- Paid time off and holidays
- Employee discounts on new vehicles, products, parts, and service
- Basic life insurance (employer paid)
- Short-term disability (employer paid)
- Voluntary legal assistance, employee assistance, pet insurance, home & auto insurance program
- Employer-paid training & development opportunities
- Free uniforms
- Monthly free lunch Fridays (Fixed Ops only)