Customer Experience Specialist

About the role

The Customer Experience Specialist (CXS) will work with customers and prospective buyers to earn and retain their loyalty with our customers, a globally recognized provider of high-quality automotive products and services.

Responsibilities

• Create and deliver amazing customer experiences while building relationships based on understanding the customer's needs, concerns, lifestyle, and preferences.
• Work with customers and prospective buyers to resolve customer concerns and ensure customer loyalty.
• Guide customers from website to pre-buy experience, providing vehicle knowledge and availability, local promotions, assisting with specifications, and educating on products and services.
• Act as a resource of all product knowledge and service support.
• Schedule activities as required for special events.
• Listen actively to the customer while controlling the interaction to lead the customer in a professional and efficient manner.
• Act as a liaison between customer, service support, and dealership by following up to ensure customer satisfaction.
• Handle inbound customer calls regarding sales and service in a helpful, courteous, and professional manner, displaying knowledge and concern for their needs.
• Handle emails and chats, exhibiting strong follow up and organizational skills in both verbal and written communication.
• Resolve customer issues using all available resources, including Dealers (service personnel, SMEs, leadership, and field service engineers).
• Return all email and voice mail messages promptly and follow up with customers and dealers as committed.
• Document customer inquiries and concerns.
• Use applicable customer satisfaction tools to resolve customer issues.
• Meet specified goals as set forth by management.
• Provide feedback to management for the continued and improved performance of the department to foster positive results and growth.
• Work as a team player and assist other team members when needed.

Requirements

• A high school diploma or equivalent required; an associate or bachelor’s degree is a plus.
• A minimum of 2 years of experience in customer service, call center, hospitality, or public relations, or sales.
• Experience in a luxury field (hospitality or brand product) is a plus.
• Knowledge of the automotive industry is a plus.
• Strong verbal and written communication skills.
• Strong customer service, interpersonal, and relationship-building skills.
• Excellent English language (oral and written), with grammatical knowledge and etiquette.
• Typing skills (minimum of 30 words per minute).

Qualifications

• High school diploma required; Associate or bachelor’s degree is a plus.
• Minimum of 2 years of experience in customer service, call center, hospitality, or public relations, or sales.
• Experience in a luxury field (hospitality or brand product) is a plus.
• Knowledge of the automotive industry is a plus.
• Strong verbal and written communication skills.
• Strong customer service, interpersonal, and relationship-building skills.
• Excellent English language (oral and written), with grammatical knowledge and etiquette.
• Typing skills (minimum of 30 words per minute).

Skills

• Customer service skills.
• Communication skills.
• Problem-solving skills.
• Organizational skills.
• Customer relationship management.
• Product knowledge.
• Interpersonal skills.

Benefits

• Health/Dental/Vision/Life Insurance.
• Flexible Spending Account (FSA) and Health Savings Account (HSA).
• 401(k).
• Vacation/Sick Time and Paid Holidays.
• Tuition Reimbursement.
• Employee Assistance Program.
• Employee Discount Program.
• Training and Development Programs (Percepta College).
• Employee Rewards Program (Perci Perks).

Pay

$18.34 per hour.

Schedule

Hours may vary based on shift and project requirements.