Customer Experience Specialist

Customer Experience Specialist

The Customer Experience Specialist is responsible for enhancing the customer ownership experience by providing consistent post-sale follow-up and ensuring customers are successfully enrolled in GM programs. This role serves as the primary point of contact after vehicle delivery to 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 and communicate customer concerns to management for prompt resolution.
• Maintain consistent communication with customers throughout the initial ownership experience.
• Support dealership 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 the Sales, Finance, and Management teams to ensure a seamless ownership experience.

Qualifications

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

Compensation

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