BDC Customer Experience Specialist - BMW of El Cajon

Customer Experience Specialist - BMW of El Cajon

Non-Exempt Job Summary: The Customer Experience Specialist is responsible for enhancing customer satisfaction and loyalty by monitoring, analyzing, and improving the service experience. This role focuses on engaging with customers, gathering feedback, addressing concerns, and implementing strategies to improve the dealership's Customer Satisfaction Index (CSI) scores.

Essential Functions:

• Engage with customers post-service to gather feedback and assess satisfaction levels.
• Analyze CSI data and identify areas for service improvement.
• Collaborate with service advisors and management to enhance customer experiences.
• Address and resolve customer concerns to ensure a positive outcome.
• Develop and implement strategies to boost CSI scores and customer retention.
• Assist in training staff on best practices for customer engagement and satisfaction.
• Maintain accurate records of customer interactions and feedback.
• Support service team operations to ensure a seamless customer experience.
• Maintain satisfactory attendance.
• Performs other related duties as assigned.

Supervisory Responsibilities:

• None.

Qualifications:

Minimum Qualifications:

• 1-3 years of experience in customer service, preferably in an automotive or dealership setting.
• Strong communication, interpersonal, and problem-solving skills.
• Proficiency in customer management systems and dealership software.
• Ability to multitask and work in a fast-paced environment.

• Ability to lift up to 15 pounds.
• Ability to perform all essential functions of the job description.

Preferred Qualifications:

• Associate's or Bachelor's degree in Business, Communications, or a related field.
• 3 plus years of customer service experience, preferably in an automotive dealership or service department.
• Experience working with Customer Satisfaction Index (CSI) metrics and improvement strategies.
• Strong knowledge of dealership management software and customer relationship management (CRM) systems.
• Proven ability to handle customer concerns and improve overall satisfaction.

• Knowledge of CSI metrics and customer satisfaction improvement strategies.
• Excellent problem-solving and conflict-resolution abilities.
• Enthusiasm for improving customer experiences and driving positive outcomes.

Physical Demands:

• Frequently stands, walks, sits; uses hands; frequently reaches with hands and arms; frequently talks and hears.
• Occasionally climbs or balances; occasionally stoops, kneels, crouches, squats or crawls; occasionally lifts up to 15 pounds.
• Prolonged periods sitting at a desk and working on a computer.

Environment/Noise:

• Office setting, typically within the service department at a dealership.
• Climate controlled.
• Noise level is moderate.

Employee Benefits Include:

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Employer Paid Life Insurance
• Employer Paid AD&D
• 401k (with Employer match)
• Vacation Package
• Tenure recognition and awards
• Vehicle Purchase Discount Program
• Vehicle Service Discount Program
• Golf Benefits at Maderas Golf Club (subject to qualification)