Customer Experience Specialist
$58k - $68kPhil Long Ford of Motor City
Job Description
Job Description
Your MissionAs a Customer Experience Specialist, you'll be the driving force behind standout customer scores-protecting our sales-side CEI/NPS and pushing toward the Presidents Award. You'll connect with customers after delivery, solve concerns fast, and partner tightly with Sales to keep every handoff flawless. You'll also own training and process discipline around surveys, delivery steps, and FordPass activation performance.Key responsibilities include monitoring OneCX results, coaching consultants on survey impact, tracking delivery sheets, supporting FordPass downloads/activations to maintain program performance, and coordinating key reporting items (recalls, incentives, month-end activities).Required qualifications:- 2-4 years of related experience- Strong written/verbal communication and practical problem-solving- Valid driver licenseIf you're ready to turn every delivery into a win, apply today.Rewards That MatterMedical, dental, and vision coverage, plus life insurance for added protection. Build long-term momentum with a 401(k), and use an HSA and FSA to manage healthcare expenses your way. You'll also have paid time off to recharge, employee discounts, and a competitive salary range of $58,000-$68,000 per year (includes salary + bonus).A High-Impact DayYour morning starts by scanning OneCX and FordPass performance, then sharing the latest readouts with the Sales Department so everyone knows where the scoreboard stands. Between quick check-ins and daily sales meeting momentum, you're fielding post-delivery questions, sending thank-you(s), and smoothing out any bumps before they become survey issues. Midday brings process touchpoints-delivery paperwork audits, activation tracking, and coordinating recall or incentive items so reporting stays clean. As the pace builds toward month-end, you stay agile: jumping into lead tracking, helping the accessories team with points, and stepping in on weekends or special events when the finish line demands it.
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