Customer Service Specialist

Overview
We are seeking a Customer Service Specialist to support the successful delivery of training programs and customer experience initiatives. This role serves as a key point of contact for customers, clients, and internal teams, ensuring smooth communication, coordinating travel logistics, and providing day-to-day program support.

The ideal candidate is adaptable, organized, and thrives in a fast-paced environment. They demonstrate professionalism, empathy, and a strong commitment to delivering high-quality service while managing shifting priorities with ease.

Work Environment

• On-site, Monday through Friday
• Standard business hours
• Location: Dearborn, MI

Key Responsibilities

• Act as the primary contact for training attendees, dealership staff, clients, and internal teams. Respond to phone and email inquiries with professionalism, empathy, and efficiency.
• Arrange and manage flights, hotels, and rental cars for attendees, clients, and team members. Ensure accuracy, cost-effectiveness, and a seamless travel experience.
• Provide daily operational support for program initiatives, including scheduling and coordination. Adjust priorities as needed to meet business demands.
• Maintain accurate records of customer interactions in CRM systems. Ensure all information is documented clearly to support future needs.
• Address and resolve issues in real time using critical thinking and resourcefulness. Escalate or collaborate with internal teams and vendors when necessary.
• Take accountability for assigned tasks and program responsibilities. Work independently while maintaining strong communication and collaboration with stakeholders.

Qualifications

• 1–3 years of relevant experience (customer service, travel coordination, hospitality, or similar roles preferred)
• High school diploma or equivalent required; associate or bachelor’s degree preferred

Skills & Abilities

• Strong written and verbal communication skills
• Effective problem-solving with a customer-first mindset
• Ability to manage multiple priorities with strong organization and attention to detail
• Composure when handling complex or escalated situations
• Intermediate proficiency in Excel
• Comfortable learning and using multiple systems; experience with CRM platforms, Concur, Smartsheet, or similar tools is a plus
• Ability to work independently while contributing to a collaborative team environment

Additional Information

• Full-time, on-site role
• Primarily standard business hours, with occasional after-hours support as needed