Customer Experience Specialist

Customer Experience Specialist

Role Description

The Customer Experience Specialist is responsible for enhancing the customer ownership experience through consistent post-sale follow-up and ensuring customers are successfully enrolled in GM programs. This role serves as a primary point of contact after vehicle delivery, helping improve customer satisfaction, strengthen customer relationships, and support dealership performance objectives.

Key Responsibilities

• Conduct next-day customer follow-up calls after vehicle delivery.
• Conduct 7-day customer follow-up calls to ensure customer satisfaction.
• Monitor and support Customer Satisfaction Index (CSI) performance.
• Assist customers with OnStar enrollment and activation.
• Set up the GM App and ensure customers are successfully registered.
• Enroll customers in GM Rewards.
• Document all customer interactions and follow-up activities in eLead CRM.
• Identify customer concerns and communicate them to management for prompt resolution.
• Maintain consistent communication throughout the customer's initial ownership experience.
• Support customer retention initiatives and long-term customer loyalty.
• Maintain a thorough understanding of GM programs, OnStar, the GM App, and GM Rewards.
• Work closely with Sales, Finance, and Management to ensure a seamless customer experience.

Qualifications

• Previous automotive dealership experience strongly preferred.
• Excellent customer service and communication skills.
• Strong organizational and time management skills.
• Comfortable making outbound customer follow-up calls.
• Proficient with computers and CRM systems; eLead experience preferred.
• Working knowledge of GM products, OnStar, the GM App, and GM Rewards preferred.
• Ability to multitask and stay organized in a fast-paced dealership environment.
• Positive, professional attitude with a strong commitment to customer satisfaction.

Schedule

• 9:00 AM-6:30 PM
• Occasional later evenings may be required based on dealership and customer needs.

Compensation

• Hourly pay plus commission.
• Estimated annual compensation: $45,000-$60,000, based on performance and dealership retail volume.