Customer Experience Specialist
Role Description
The Customer Experience Specialist is responsible for enhancing the customer ownership experience through consistent post-sale follow-up and ensuring customers are successfully enrolled in GM programs. This role serves as a primary point of contact after vehicle delivery, helping 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 customer concerns and communicate them to management for prompt resolution.
- Maintain consistent communication throughout the customer’s initial ownership experience.
- Support 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 Sales, Finance, and Management to ensure a seamless customer experience.
Qualifications
- Previous automotive dealership experience strongly preferred.
- Excellent customer service and communication skills.
- Strong organizational and time management skills.
- Comfortable making outbound customer follow-up calls.
- Proficient with computers and CRM systems; eLead experience preferred.
- Working knowledge of GM products, OnStar, the GM App, and GM Rewards preferred.
- Ability to multitask and stay organized in a fast-paced dealership environment.
- Positive, professional attitude with a strong commitment to customer satisfaction.
Schedule
- 9:00 AM–6:30 PM
- Occasional later evenings may be required based on dealership and customer needs.
Compensation
- Hourly pay plus commission.
- Estimated annual compensation: $45,000–$60,000, based on performance and dealership retail volume.