CUSTOMER EXPERIENCE ADVOCATE / CUSTOMER RELATIONS AGENT

Job Description

Job Description

???? CUSTOMER EXPERIENCE ADVOCATE / CUSTOMER RELATIONS AGENTWestbury Jeep Chrysler Dodge Ram | VIP Automotive Group

???? Westbury, NY
???? Full-Time | Monday – Friday | 9:00 AM – 6:00 PM
???? $42,000 – $59,000 Per Year | Based on Experience

???? JOIN THE SERVICE TEAM AT WESTBURY JEEP!

Westbury Jeep Chrysler Dodge Ram , a proud member of the VIP Automotive Group , is seeking a Customer Experience Advocate / Customer Relations Agent to join our busy and growing Automotive Service Department .

This is a customer-focused position responsible for helping ensure every customer receives an exceptional experience from the moment they arrive for service through follow-up after their visit.

If you are a customer service professional, service receptionist, customer relations representative, BDC representative, CSI representative, or automotive dealership professional who enjoys working with people and building customer relationships, we want to hear from you!

⭐ THE ROLE

As a Customer Experience Advocate , you will play a key role in customer satisfaction, CSI performance, service follow-up, customer retention, and overall dealership customer experience .

You will work closely with the Service Department, Service Advisors, and Management Team to identify customer needs, gather feedback, resolve concerns, and help create a positive and professional service experience.

???? ESSENTIAL DUTIES & RESPONSIBILITIES

• Ensure all service customers are contacted daily regarding their customer experience and CSI.

• Conduct customer satisfaction and CSI follow-up calls following service visits.

• Follow up with customers regarding completed repair orders and overall service experience.

• Contact customers from deposition and customer feedback reports to gather information and identify opportunities for improvement.

• Make lease retention calls to existing customers.

• Conduct unsold follow-up calls and assist with customer retention opportunities.

• Greet and welcome customers entering the dealership's service department.

• Direct customers to the appropriate Service Advisor, waiting area, refreshments, or dealership resources .

• Help maintain a welcoming, professional, and customer-friendly service environment.

• Listen carefully to customer feedback and identify opportunities to improve their experience.

• Escalate customer concerns to the appropriate Service Manager or dealership management when necessary.

• Organize and participate in CSI / Customer Satisfaction meetings with dealership staff and management.

• Track customer feedback and assist management in identifying recurring customer service issues.

• Support dealership goals for CSI, customer retention, response rates, and fixed-first-visit performance .

• Work collaboratively with Service Advisors and other dealership departments.

• Maintain a professional appearance and represent Westbury Jeep and VIP Automotive Group positively at all times.

• Perform other duties as assigned by management.

???? CUSTOMER EXPERIENCE & CSI GOALS

The Customer Experience Advocate helps support key automotive service department performance goals , including:

• Customer Satisfaction Index (CSI)

• Customer response rates

• Customer retention

• Service follow-up

• Fixed First Visit (FFV)

• Customer communication

• Lease retention

• Unsold customer follow-up

• Service department customer experience

???? WHAT WE'RE LOOKING FOR

The ideal candidate is a people person who enjoys creating positive customer experiences and is comfortable communicating with customers by phone and in person.

Qualifications:

• Previous customer service, automotive dealership, BDC, call center, receptionist, service department, or customer relations experience preferred.

• Excellent verbal and written communication skills.

• Strong telephone and follow-up skills.

• Professional, friendly, and approachable personality.

• Strong listening skills and the ability to ask effective questions.

• Ability to handle customer concerns professionally and calmly.

• Highly organized with strong attention to detail.

• Ability to multitask in a fast-paced automotive dealership environment .

• Self-motivated, dependable, and team-oriented.

• Comfortable making a high volume of customer follow-up calls.

• Strong computer and data-entry skills.

• Ability to maintain a professional business appearance.

• A positive, go-getter attitude and commitment to exceptional customer service.

???? WHY JOIN VIP AUTOMOTIVE GROUP?

VIP Automotive Group is known for exceptional leadership, a customer-first culture, professional development, and opportunities for career advancement.

Our mission is to empower and engage our team to deliver an exceptional automotive experience with our valued customers in a fulfilling environment.

Benefits Include:

• Medical & Dental Insurance

• Vision Benefits

• 401(k) Retirement Plan with Company Match

• Paid Time Off

• Vacation, Sick & Personal Days

• Paid Holidays

• Life & Disability Insurance

• Employee Vehicle, Parts & Service Discounts

• Employee & Family/Friends Discount Programs

• Recognition Programs & Annual Awards

• Professional Development & Training

• Career Advancement Opportunities

???? BUILD YOUR CAREER WITH WESTBURY JEEP!

If you have experience in customer service, automotive service, CSI, BDC, customer relations, service reception, call center operations, or dealership customer experience , this is an excellent opportunity to join a growing automotive organization.

Apply today for the Customer Experience Advocate / Customer Relations Agent position at Westbury Jeep Chrysler Dodge Ram and become part of the VIP Automotive Group team!