Customer Experience Associate

Customer Experience Associate

The Customer Experience Associate is responsible for delivering an exceptional post-purchase customer experience by onboarding customers to their new GM vehicles and connected technologies. This role serves as a product and technology specialist, helping customers personalize their vehicles, understand advanced features, and fully utilize GM connected services such as OnStar, Super Cruise, and the myGM mobile apps. The Customer Experience Associate works closely with Sales and Service teams to build long-term customer relationships and improve customer satisfaction scores.

REPORTS TO: Customer Experience Manager

LOCATION: Kings Auto Mall Location – Cincinnati, OH

SCHEDULE: Some Evenings and Weekends Required - 35 Hours Week

A Short List Of Your Tasks And Responsibilities:

• Customer Vehicle Delivery & Orientation
• Conduct thorough new-vehicle deliveries, explaining vehicle features, controls, and technology
• Demonstrate infotainment systems, navigation, driver-assistance features, and safety technologies
• Assist customers with smartphone pairing (Apple CarPlay / Android Auto)
• Connected Services & Technology Setup
• Enroll customers in OnStar, Super Cruise, and GM Connected Services
• Assist with setup and education of the myChevrolet, myGMC, or myBuick mobile apps
• Explain features such as remote start, vehicle diagnostics, location services, and subscription options
• Vehicle Personalization
• Customize vehicle settings to meet customer preferences, including:
• Driver profiles
• Seat and mirror memory
• Climate control settings
• Display and lighting preferences
• Accessories Consultation & Installation Coordination
• Review available GM accessories with customers based on their vehicle and lifestyle needs
• Educate customers on accessory benefits, function, and compatibility
• Coordinate with Sales, Parts, Vendors, and Service departments to schedule accessory installation
• Ensure accurate communication and follow-through on accessory requests
• Customer Follow-Up & Support
• Serve as the primary post-delivery contact for technology and personalization questions
• Conduct follow-up calls or appointments to ensure customer satisfaction
• Assist with basic troubleshooting or connect customers with the appropriate department when needed
• Administer the McCluskey M-Bucks Rewards Program by assisting customers with account creation, providing rewards balance updates, and collaborating with the M-Bucks coordinator to resolve program-related issues.
• Product & Technology Expertise
• Maintain up-to-date knowledge of GM vehicles, accessories, software updates, and new technology features
• Serve as a technology and personalization resource for Sales and Service teams
• Participate in GM training programs as required

Required

• High school diploma or equivalent
• Strong customer service and communication skills
• Comfortable using technology, mobile apps, and infotainment systems
• Ability to explain technical and product information clearly and professionally

Preferred

• Automotive, retail, hospitality, or customer-facing technology experience
• Familiarity with GM vehicles, accessories, or connected services
• Strong organizational and follow-up skills

Skills & Competencies

• Customer-focused mindset
• Strong presentation and interpersonal skills
• Organizational and coordination abilities
• Attention to detail
• Ability to work collaboratively across departments

Work Environment & Schedule

• Dealership showroom, delivery bays, and service areas
• Evening and weekend availability required based on dealership hours

Here's How We Take Care Of You (And Your Loved Ones):

• Medical, dental, and vision benefits
• Voluntary benefits available
• Paid time off upon hire
• Paid company holidays
• 401(k) with conditional employer match after 6 months of employment
• Growth potential
• Automotive discounts

If you are qualified, you will be considered for this position: An Equal Employment Opportunity/Affirmative Action Employer M/F/D/V. Only qualified individuals (those who meet the fundamental qualifications) will be considered as applicants for this position. Applications will be accepted for a minimum of 3 business days from the date of the initial posting. McCluskey Chevrolet will not discriminate against persons because of their disability, including disabled veterans, and will make reasonable accommodations for known physical or mental limitations of qualified employees and applicants with disabilities. If you are interested in applying and require special assistance or accommodation due to a disability, please contact our Human Resources department at View phone number on click.appcast.io. McCluskey Chevrolet participates in E-Verify. This employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's Form I-9 to confirm work authorization.