Product Experience Specialist

Job Description

Job Description

The Product Experience Specialist plays a key role in delivering a seamless, high-end client journey from first contact through delivery and follow-up. This position supports the sales team by managing client communication, coordinating appointments, preparing vehicles, and ensuring every interaction reflects the standards of Mercedes-Benz.

This is a direct path to a Sales Professional role. High performers will be given the opportunity to transition into full sales responsibilities based on performance.

Client Communication & Lead Management

• Respond to inbound inquiries (phone, text, email) with speed and professionalism
• Schedule and confirm appointments for the sales team
• Maintain accurate CRM records and task completion
• Execute follow-up to improve appointment show rates

Showroom Experience

• Greet clients and set a professional tone upon arrival
• Prepare vehicles for appointments and demonstrations
• Support test drives and maintain showroom flow
• Assist in keeping the sales process organized and efficient

Product & Delivery Experience

• Coordinate and execute vehicle deliveries to Mercedes-Benz standards
• Guide clients through vehicle features, personalization, and technology setup
• Ensure mobile app setup and product understanding
• Complete all delivery checklists with precision

Client Retention & CSI

• Perform post-delivery follow-up to ensure satisfaction
• Assist with first service appointment scheduling
• Support and protect CSI performance at all stages of the process

Performance Expectations

• Fast and consistent lead response
• Strong appointment set and show rates
• High-quality delivery execution
• Measurable contribution to CSI results
• Accurate and disciplined CRM usage

Pay : $55,000 - $85,000 / year is the expected total annual earnings after factoring in all forms of compensation including hourly pay, bonuses, overtime, benefits (vacation and sick) etc. The hourly rate for this position ranges from $18.00 - $18.00. Bonuses range from $17,560 - $47,560 per year based on performance.

Performance Incentives

• Per vehicle delivery supported
• CSI performance (individual and team-based)
• Team unit performance

This structure rewards execution, attention to detail, and contribution to overall store performance.

Qualifications

• Strong communication and interpersonal skills
• Professional presence aligned with a luxury brand
• High attention to detail and organization
• Ability to perform in a fast-paced, team environment
• Comfort with technology and CRM systems
• Automotive experience is a plus, but not required
• Valid driver's license with acceptable driving record

Career Path

Product Experience Specialist → Sales Professional

Top performers will be moved into a sales role based on:

• Performance consistency
• Work ethic and engagement
• Readiness to handle full client transactions
• Client satisfaction and retention
• Delivery quality and brand experience
• Overall team sales performance

At Mercedes-Benz of Beverly Hills, we attract, nurture, and retain the most talented people in the industry by providing the highest quality work environment where productivity, creativity, and personal and professional growth can flourish. We believe our team sits behind the wheel of the Fletcher Jones Automotive Group brand that drives our company toward success.

We are an Equal Opportunity Employer

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