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Customer Experience Specialist

BELLAMY STRICKLAND CHEVROLET GMC

Mcdonough, GA • On-site

$45K - $60K/yr

Full-time

Posted 8 days ago

Job description

Customer Experience Specialist

Role Description

The Customer Experience Specialist is responsible for enhancing the customer ownership experience through consistent post-sale follow-up and ensuring customers are successfully enrolled in GM programs. This role serves as a primary point of contact after vehicle delivery, helping improve customer satisfaction, strengthen customer relationships, and support dealership performance objectives.

Key Responsibilities

  • Conduct next-day customer follow-up calls after vehicle delivery.
  • Conduct 7-day customer follow-up calls to ensure customer satisfaction.
  • Monitor and support Customer Satisfaction Index (CSI) performance.
  • Assist customers with OnStar enrollment and activation.
  • Set up the GM App and ensure customers are successfully registered.
  • Enroll customers in GM Rewards.
  • Document all customer interactions and follow-up activities in eLead CRM.
  • Identify customer concerns and communicate them to management for prompt resolution.
  • Maintain consistent communication throughout the customer’s initial ownership experience.
  • Support customer retention initiatives and long-term customer loyalty.
  • Maintain a thorough understanding of GM programs, OnStar, the GM App, and GM Rewards.
  • Work closely with Sales, Finance, and Management to ensure a seamless customer experience.

Qualifications

  • Previous automotive dealership experience strongly preferred.
  • Excellent customer service and communication skills.
  • Strong organizational and time management skills.
  • Comfortable making outbound customer follow-up calls.
  • Proficient with computers and CRM systems; eLead experience preferred.
  • Working knowledge of GM products, OnStar, the GM App, and GM Rewards preferred.
  • Ability to multitask and stay organized in a fast-paced dealership environment.
  • Positive, professional attitude with a strong commitment to customer satisfaction.

Schedule

  • 9:00 AM–6:30 PM
  • Occasional later evenings may be required based on dealership and customer needs.

Compensation

  • Hourly pay plus commission.
  • Estimated annual compensation: $45,000–$60,000, based on performance and dealership retail volume.

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