Customer Experience Specialist

27745992

Customer Experience Specialist:

Position: Customer Experience Specialist - Automotive Service Advisor
Location: Cook Tire & Service Center, Lufkin, TX

Company Overview:

At Cook Tire & Service Centers, we pride ourselves on delivering exceptional customer experiences and providing top-notch automotive services. As a customer-centric organization, we prioritize customer satisfaction and aim to exceed expectations at every touchpoint. We are currently seeking a dedicated and customer-oriented individual to join our team as a Customer Experience Specialist.

Role Overview:

As a Customer Experience Specialist, you will be the primary point of contact for our valued customers, playing a crucial role in ensuring their satisfaction and providing them with an exceptional service experience. This position not only offers the opportunity to contribute to our customers' journey but also provides a clear path for career advancement, including the possibility of a future operating partner role within our organization.

Responsibilities:

• Deliver exceptional customer service by warmly greeting customers, actively listening to their concerns, and addressing their needs effectively. Show genuine care and empathy throughout their service journey.
• Serve as a proficient liaison between the customer and our technical staff, ensuring clear and timely communication throughout the service process. Keep customers informed about the status of their vehicle and any necessary updates.
• Assess customer vehicle needs accurately and offer well-informed guidance and recommendations to support their decision-making process. Provide detailed explanations of service options, ensuring customers feel confident and informed.
• Schedule service appointments and manage service workflow to ensure optimal efficiency and minimal downtime for our customers. Prioritize appointments and effectively communicate any changes or delays to customers.
• Prepare accurate and detailed estimates, utilizing transparent pricing practices, and communicate them to customers in a clear and understandable manner. Address any questions or concerns they may have, fostering trust and transparency.
• Maintain a strong product knowledge base and stay up to date with industry trends, technologies, and advancements to better serve customers. Be a reliable source of information, offering insights and recommendations tailored to individual customer needs.
• Handle customer inquiries, complaints, and follow-ups promptly and professionally, ensuring complete resolution and customer satisfaction. Go above and beyond to address concerns and turn potential negative experiences into positive ones.
• Foster and maintain positive relationships with customers, aiming to exceed their expectations at every touchpoint. Proactively identify opportunities to personalize the customer experience and ensure their loyalty and satisfaction.
• Proactively seek opportunities to improve the customer experience through continuous process refinement and feedback. Collaborate with the team to implement customer-centric initiatives and contribute to a culture of excellence.
• Participate in training and self-development initiatives designed to groom you for an operating partner role within our organization. Take an active role in leading a store operation focused on improving both customer and workforce experiences.

Requirements:

• Previous experience in an automotive service advisor or similar customer-facing role is preferred. Demonstrated experience in delivering exceptional customer experiences is highly valued.
• Excellent communication and interpersonal skills, with the ability to connect with customers and employees and build trust. Strong active listening skills to understand customer needs and provide appropriate solutions.
• Strong problem-solving skills to address customer concerns and find effective solutions. Remain calm and composed in challenging situations, and demonstrate resilience and adaptability.
• Strong attention to detail and ability to multitask in a fast-paced environment. Prioritize tasks effectively and maintain accuracy and efficiency throughout the service process.
• Proficient in using computer systems, including service tracking software, billing systems, and customer relationship management (CRM) tools. Adapt quickly to new technologies and tools to streamline customer interactions.
• Familiarity with automotive service operations and basic vehicle knowledge is highly beneficial. A genuine interest in the automotive industry and a desire to expand your knowledge base.
• A customer-centric mindset with a passion for delivering exceptional experiences to customers. Understand and anticipate customer needs, and strive to exceed their expectations at every opportunity.
• Flexibility to work 40-45 hours a week, including weekends as required. Respect Sundays as a day off to maintain a healthy work-life balance.

By joining our team as a Customer Experience Specialist - Automotive Service Advisor, you will have the opportunity to drive unparalleled customer satisfaction and promote positive reviews through your expert guidance and genuine care. Moreover, you will have the chance to participate in training and self-development initiatives to be groomed for an operating partner role within our organization, leading a store operation focused on improving customer and workforce experiences.

If you are passionate about providing exceptional customer experiences, have a desire to support customers and technical teams in their decision-making processes, and are looking for a career path that offers growth and advancement within the organization, we would love to hear from you.