Customer Experience Specialist

About This Role

This role primarily involves analyzing customer satisfaction survey data to identify areas for improvement in dealer performance and working with dealers and field operations to implement solutions and track progress. The specialist will focus on enhancing Fixed First Visit (FFV) and other customer satisfaction metrics within the Mopar Service, Parts & Customer Care Organization.

Responsibilities

• Review internal surveys after Customer Pay or Warranty repair events
• Utilize multiple analytics tools (Qlik, Palantir, XM Qualtics, CoPilot)
• Use JD Power Live app with external survey results to confirm proper focus
• Target dealers for assistance based on FFV performance, survey volume, and Field Operation input
• Assess dealer-specific gaps to identify true root causes of customer dissatisfaction
• Create dealer-specific and prioritized action plans for improvement
• Conduct follow-up reviews of action plans and survey results to monitor progress

Requirements

• Bachelor's degree
• 3+ years of related experience
• Proficient in MS Office 365, including CoPilot AI
• Ability to build and deliver presentations to groups
• Ability to deal effectively with a wide range of dealership personnel and field operations staff
• Strong written and verbal communication skills
• Ability to analyze survey data

Qualifications

• Bachelor's degree
• 3+ years of related experience

Nice to Have

• 2+ years experience with JD Power and/or internal customer satisfaction surveys
• Proficient in CoPilot AI
• Ability to analyze survey data, including the use of text analytics and AI tools

Skills

* Required skills

Benefits