Customer Experience Specialist

Job Description

Job Description

Title: Customer Experience Specialist
Reports To: Fixed Operations Director

OUR MISSION

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 it’s the right thing to do.

OUR BENEFITS

Beyond this incredible culture, employees at Schulte Subaru enjoy competitive pay & benefits including;

• Health, dental and vision insurance
• 401k (with company match)
• Paid time off and holidays
• Employee discounts on new vehicles, products, parts & 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)

OUR 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

This position is scheduled as follows:
M-F 7:15am– 5:30pm

JOB SUMMARY

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.

A TYPICAL DAY - JOB FUNCTIONS AND 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 (i.e. coffee machine, popcorn, chips, etc)

• Assist the service team and management with other tasks and events as needed

A SUCCESSFUL CANDIDATE HAS…

• Customer service experience preferred
• Attention to detail
• Quality writing and grammar skills
• Organization skills
• Ability to provide excellent customer services
• 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.

Disclaimer: This job description is not an employment agreement or contract. This job description is designed to cover or contain a comprehensive list of activities, duties, or responsibilities that are required of the employee. Management has the exclusive right to alter this job description at any time without notice. Schulte Subaru is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, gender identity, disability or veteran status. The benefits listed are not a substitute for the official benefits guide and are subject to change.