Customer Experience Specialist

About the Organization
Hello and thank you for considering a career with Bomnin Automotive! We are a family-owned and operated business that has been delivering excellence in the automotive industry since 2010. Our team is passionate about creating a diverse environment where all of our associates are supported and can build rewarding careers.

At Bomnin Automotive, we take pride in offering our associates extensive benefits and a culture that is geared towards providing them with vast growth opportunities. We believe in doing what's right for our associates, which is why we offer medical benefits with employer-paid contribution, dental, gap, vision, disability, cancer insurance, life insurance, and a retirement plan 401(k) with an employer match. We also offer PTO, paid holidays, and a flexible schedule to ensure that our associates have a healthy work-life balance.

In addition to our commitment to our associates, we are also passionate about giving back to our community. Our mission is not just about selling cars, but in providing hope, love, and strength to our community. Throughout the years we have supported causes in search for a cure to pediatric cancer; we have partnered with local non-profits that serve the under-privileged; and donated time and resources to schools, charitable organizations, and causes that are relevant and important to each of the community's we represent.

We are proud of our team and the work that we do, and we hope that you will consider joining us in our mission to deliver excellence in the automotive industry and make a positive impact on the community.

EOE Statement
We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

Description

Job Title: Customer Experience Specialist

Location: Bomnin Automotive Management
Reports To: Customer Experience Manager
Job Status: Full-time, Exempt
Department: Customer Experience

Job Summary:

Bomnin Automotive Management is seeking a proactive Customer Experience Specialist to lead customer service excellence across all dealership locations. This role is essential for training and engaging Customer Care Associates (CCAs), coordinating with service managers, managing the customer support system, and ensuring consistent achievement of customer satisfaction (CSI) goals. The Specialist will also handle monthly CCA commissions, monitor customer service calls, and oversee access management for the customer service department.

Key Responsibilities:

CCA Oversight and Engagement:

• Supervise and Engage CCAs: Guide and coach CCAs to meet dealership service standards, helping them achieve monthly service appointment and CSI goals.
• Consistency in Service Practices: Collaborate with CCAs and service managers to standardize customer service practices across locations.

Training and Development:

• Training Programs: Conduct training for new hires and ongoing development for CCAs to meet customer service protocols and performance standards.
• Call Monitoring: Regularly listen to recorded calls to ensure CCAs provide expected service quality, using these insights for targeted training.

Customer Satisfaction and Retention:

• Understand OEM CSI Metrics: Gain expertise in various OEM CSI (Customer Satisfaction Index) metrics to ensure dealerships meet required standards.
• Retention List Management: Work on the service customer retention list to help drive customer loyalty and retention goals at each location.

Customer Support Page and Ticket System Management:

• Page Oversight: Ensure the customer support page remains up-to-date and accessible for customers seeking assistance.
• Ticket Assignment: Manage the ticketing system, routing customer reviews and support requests to appropriate managers for timely follow-up.

Commissions and Reporting:

• Monthly CCA Commissions: Calculate monthly commissions for CCAs, ensuring accurate and timely compensation.
• Data Reporting: Generate reports on ticketing, customer retention, and satisfaction scores for continuous improvement insights.

Access Management:

• Teams Access Management: Oversee all access permissions related to CCAs and the customer service department, ensuring secure and appropriate access to systems.

Position Requirements

Requirements:

Education:

Associate's Degree or higher in Communications or a related field preferred.

Experience:

Customer service experience in a car dealership setting or customer experience roles with supervisory experience preferred.

Skills:

• Strong organizational and multitasking abilities, with a detail-oriented approach to data and training.
• Excellent communication skills for effectively guiding CCAs and collaborating with service teams.
• Familiarity with customer support systems, commission calculation, and training/onboarding processes.

Physical Demands:

• Ability to sit for extended periods with occasional travel to Bomnin Automotive locations.

Work Environment:

• Primarily office-based, with frequent cross-functional collaboration to ensure issue resolution.

Other Duties:

This job description is not exhaustive, and other duties may be assigned as needed by the Customer Experience Specialist or other leadership members.

At Bomnin Automotive Management, we are committed to providing equal employment opportunities to all associates and applicants, regardless of race, religion, color, sex, national origin, sexual orientation, gender identity, age, protected veteran status, or disability status.

Full-Time/Part-Time
Full-Time

Location
Bomnin Chevrolet West Kendall


This position is currently accepting applications.