Customer Experience Specialist

About This Role

This role involves working with customers to resolve concerns, build loyalty, and provide exceptional service from initial contact to case resolution. You will be the single point of contact for customers, managing cases and liaising with clients, dealerships, and subject matter experts.

Responsibilities

• Work with customers to earn and retain their loyalty by showing appropriate empathy and resolving concerns quickly and pleasantly
• Resolve a range of concerns by carefully listening to the customer and leveraging training and knowledge base tools
• Act as the single point of contact for the customer, handling both initial inbound calls and managing related cases
• Liaise with clients, dealerships, and subject matter experts as needed to resolve cases as quickly as possible
• Make decisions using customer satisfaction tools to resolve customer concerns and ensure customer loyalty
• Handle inbound customer calls in a helpful, courteous, and professional manner
• Responsible for handling emails and other correspondence
• Document all customer interactions
• Use applicable customer satisfaction tools to resolve customer issues, including financial assistance, service plans, payments, and maintenance plans
• Provide feedback for the continued and improved performance of the department

Requirements

• High School Diploma
• 2 years of experience in a Customer Relations Contact Center or hospitality industry
• High level of trust and integrity
• Strong verbal and written communication skills
• Detailed listening skills
• Strong customer service, interpersonal, and relationship building skills
• Time management and ability to prioritize projects and customer needs
• Conflict resolution skills
• Excellent English language, oral and written, with grammatical knowledge and etiquette
• Ability to work through multiple computer screens
• Typing Skills (minimum 30wpm)
• Knowledgeable in MS Office, Email, Texting

Qualifications

• High School Diploma required; Associate or Bachelor’s degree preferred
• 2 years of experience in a Customer Relations Contact Center or hospitality industry

Nice to Have

• Associate or Bachelor’s degree
• Experience in a luxury field (hospitality or brand product)
• Knowledge of the automotive industry
• Experience with Microsoft Dynamics

Skills

* Required skills

Benefits