Job Details
Job Description **Requisition Title**
: Customer Experience Specialist ( 0351H ) we bring first-class service across each market we support. As a **Customer Experience Specialist** in **Melbourne, FL** , youll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture. * Provide an exceptional customer experience with a focus on building a relationship of trust and enthusiasm, while guiding the customer from website to pre-buy experience. This includes vehicle knowledge and availability, local promotions for the brand, assisting with specifications of the vehicle, assisting with customer/dealer connection, and educating the customer on products and services
* Act as a resource of all product knowledge and service support
* Schedule activities as required for special events
* Actively listen to the customer while controlling the interaction to lead the customer in a professional and efficient manner
* Act as a liaison between customer, service support, and dealership by following up to ensure customer satisfaction
* Be responsible for handling inbound customer calls regarding sales and service in a helpful, courteous, and professional manner, displaying knowledge and concern for their needs
* Be responsible for handling emails and chats
* Exhibit strong follow up and organizational skills, in both verbal and written communication
* Be responsible for resolving customer issues using all available resources, including Dealers (i.e. service personnel, subject matter experts (SMEs), leadership, and field service engineers).
* Return all email and voice mail messages promptly and follow up with customers and dealers as committed
* Be responsible for documenting customer inquiries and concerns
* Use applicable customer satisfaction tools to resolve customer issues. Tools include financial assistance, service plans, payments, and maintenance plans
* Participate in business-related marketing and sales projects
* Meet specified goals as set forth by management
* Provide feedback to management for the continued and improved performance of the department to foster positive results and growth
* Work as a team player assist other team members when in need of support
* High school diploma required; Associate or bachelors degree is a plus
* A minimum of 2 years of experience in customer service, call center, hospitality, or public relations, or sales
* Experience in a luxury field (hospitality or brand product) is a plus
* Knowledge of the automotive industry is a plus
* Strong verbal and written communication skills
* Strong customer service, interpersonal, and relationship-building skills
* Excellent English language (oral and written), with grammatical knowledge and etiquette
* Typing skills (minimum of 30 words per minute)
**Competitive Compensation** we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.