What are the responsibilities and job description for the Customer Experience Representative position at Smoky Mountain Harley - Davidson?
Join the Team Behind the Ride!
Smoky Mountain Motor Company is seeking a Customer Engagement Representative to support multiple Harley-Davidson dealerships and retail locations.
In this role, you'll be the first point of contact for many customers, helping create an exceptional experience while working alongside our sales teams to turn interest into appointments, visits, and ultimately ownership.
This is a fast-paced, customer-focused role for someone who enjoys building relationships, staying organized, and keeping multiple conversations moving forward.
Pay Range: $16-$17/hour plus commission. Hourly pay is based upon experience and qualifications
Hours: Dealerships operate seven days a week, and weekends are our busiest times. Regular Saturday and Sunday availability is required.
Actual schedules vary based on the day and typical hours during the week are: Sun – 1030-5, Mon- Thu – 930-6, Fri- Sat 930-7
Weekly schedules will be clarified/discussed further during the interview.
What You'll Do
- Respond to customer inquiries by phone, text, email, chat, and website leads
- Schedule showroom appointments, demo rides, events, and Riding Academy classes
- Follow up consistently with prospective customers throughout their buying journey
- Re-engage inactive and previous customers through outbound communication
- Maintain accurate customer records in the CRM
- Work closely with sales team members on shared customer opportunities
- Support dealership promotions, events, and marketing campaigns
You'll Be Successful If You:
- Enjoy talking with people and building relationships
- Are organized, detail-oriented, and reliable with follow-up
- Can manage multiple conversations and priorities at once
- Are comfortable making outbound calls, texts, and emails
- Thrive in a fast-paced, team-oriented environment
- Are comfortable using computers, CRM systems, and communication tools
Important to Know
- This is not a sit-back-and-wait position. Successful team members are proactive, organized, and comfortable communicating with customers throughout the day.
- Dealerships operate seven days a week, and weekends are our busiest times. Regular Saturday and Sunday availability is required.
What You'll Get
- Performance-based bonus opportunities
- Paid vacation and sick time
- Full benefits package including health insurance and 401(k)
- Paid training and ongoing development
- Employee discounts
- Opportunities for advancement within a growing dealership group
Preferred Experience:
- Customer service, retail sales, hospitality, appointment setting, call center, BDC, or other customer-facing roles.
- Motorcycle experience is a plus, but a positive attitude, strong communication skills, and a willingness to learn are even more important.
If you enjoy helping customers, staying busy, and being part of a team that drives results, we'd love to hear from you.
Thank you for considering joining our team!
EOE
Salary : $16 - $17