Customer Experience Coordinator

Job Description

Job Description

On-site Mon - Thurs, Remote Friday

NEED CALL CENTER EXPERIENCE Heavy call handling, outbound mainly, some inbound. Special projects at times.

Job Description:

This position will thrill our owners with a personal touch and a truly white glove experience while coordinating requests related to general product related questions or concerns, customer/dealer complaints, vehicle technology questions or concerns, out-of-warranty goodwill requests for assistance, and any repair or maintenance needs. The specialist will act as a resource to owners and work collaboratively with dealer personnel, regional personnel and support personnel to develop appropriate solutions for all customer requests while providing exceptional customer experience. The Thrill Ambassador Specialist is the first point of contact with current owners to increase loyalty and first choice preference by assisting customers directly and indirectly with concerns, inquiries, or issues from initial contact to resolution.

Job Functions:

• Welcomes new owners , addresses any questions or concerns they might have regarding their new vehicle, and proactively communicates with them regarding any vehicle alerts received from the customer’s vehicle and assists with any resolution needs.
• Proactively reach out to customers to assist and coordinates resolutions to the following; including, but not limited to, customer vehicle issues, dealer complaints, general inquiries, warranty policies, extended service contract policies, out-of-warranty goodwill requests, parts related escalations, while ensuring appropriate communication with dealer and customer through resolution.
• Provides technical support by handling complex customer cases, including tech application troubleshooting, while under minimal supervision.
• Performs appropriate research with available tools to support/answer Customer inquiries; including but not limited to, contacting the CRC parts coordinator to expedite Customers’ parts backorders and the on-site technical specialist to answer general vehicle technical questions.
• Achieves quality call monitoring and case management Key Performance Indicators as assigned.
• Provides applicable service campaign/recall information to Customers and documents those conversations according to Consumer Affairs/VCS policies and procedures.
• Documents Customer inquiries/concerns received from customer correspondence, inbound calls and corporate surveys; updates Thrill Ambassador case files with appropriate documentation.
• Provides inbound phone support for Rewards program. Loyalty program that rewards members for servicing their vehicle with participating dealerships.

Minimum Qualifications:

• Job Knowledge and Skill: Excellent analytical skills; excellent interpersonal, oral and written communication skills with a passion for serving others; strong conflict resolution skills; good presentation skills. Accommodating, action-driven, with an outgoing personality. Good organization and process improvement skills.
• Knowledge of the following functions: Customer Service; Consumer Affairs; Customer Satisfaction; Marketing; Parts & Service Operations; Sales Operations and VCS.
• Experience: 1 to 3 years of directly related professional- level experience.
• Education: Bachelor’s degree from an accredited university.
• Computer Skills: Thorough computer knowledge such as word processor, spreadsheet, other PC applications, or mainframe applications to resolve complex problems in day-to-day situations.

Physical Requirements:

• Travel: Less than 10% travel required.
• Occasional travel between sites in the Nashville area.