What are the responsibilities and job description for the Customer Experience Specialist position at BELLAMY STRICKLAND CHEVROLET GMC?
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.
Salary : $45,000 - $60,000