Customer Experience Specialist
About The Position
Sterling West in Jennings, LA is hiring! We are looking for outgoing individuals who take pride in serving Acadiana and being a part of a successful family-owned and operated business. As a Customer Experience Specialist, you’ll specialize in creating lasting relationships with customers. Top-notch customer service and problem-solving skills are of the utmost importance as you are responsible for efficiently and effectively resolving customer concerns. This position works with multiple departments as needed throughout the dealership. You’ll also oversee the Loaner Car Process for Service customers, as well as back up our Service Advisors as needed.
Requirements
- One or more years of Customer Service experience is required
- Experience with a multi-line phone system is preferred
- Must be coachable and maintain professional demeanor and appearance
- Effective in both verbal and non-verbal communication
- Possess strong time-management and organizational skills
- Must be willing to submit to pre-employment background check & drug screen
- Must have a valid driver's license with a clean driving record, and be at least 21 years of age or have 3 full years of driving experience
- Minimum of high school diploma or equivalent is required
Nice To Haves
- Experience with a multi-line phone system is preferred
Responsibilities
- Answer and route calls using a multi-line phone system
- Contact customers via phone and text regarding completed services, recommended services, and appointment scheduling
- Use multiple software systems to track customer interactions, answer questions, complete follow-ups, and monitor CSI scores
- Resolve customer concerns promptly and professionally
- Coordinate pickup and delivery for service customers
- Monitor customer service scores weekly
- Facilitate communication between customers and internal departments
- Ensure customers provide required documentation and understand policies and signed agreements
- Oversee the loaner car process
- Provide backup support to Service Advisors as needed
- Maintain a professional demeanor and appearance
Benefits
- Medical, Dental, Vision, & Disability Insurance
- 401(k) with employer matching
- Company-paid Life Insurance
- Paid Holidays, Vacation, and Sick time
- Employee vehicle pricing and discounts on products & services
- Long-term job security with a growing company
- Referral bonus programs
- Family-owned and operated
- Career Progression with paid ongoing training
- Professional work environment
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
