CX Coordinator

Job Overview:

The Customer Experience (CX) Coordinator at D3 Chrysler Dodge Jeep Ram (CDJR) is responsible for ensuring a superior customer experience across all touchpoints in the dealership. This role involves collaborating with sales, service, and management teams to deliver outstanding service that promotes customer satisfaction, loyalty, and retention. The CX Coordinator is the primary point of contact for customers before, during, and after their visit to the dealership.

Key Responsibilities:

1. Customer Interaction & Communication:

   • Serve as the primary point of contact for customers, addressing their inquiries, concerns, and needs promptly.
   • Manage customer relationships through follow-ups, phone calls, and emails to ensure satisfaction with sales and service experiences.
   • Resolve customer complaints and escalations in a professional and timely manner.

2. Customer Feedback Management:

   • Collect and analyze customer feedback via surveys, reviews, and direct interactions.
   • Address negative reviews or feedback proactively, ensuring issues are resolved to the customer's satisfaction.
   • Implement customer satisfaction programs to increase retention and loyalty.

3. Coordination with Dealership Departments:

   • Work closely with the sales, service, and parts departments to streamline customer service processes and ensure a seamless experience.
   • Ensure timely communication with customers about vehicle status, service appointments, or sales processes.
   • Facilitate vehicle deliveries and post-delivery follow-ups to ensure customer satisfaction.

4. Sales Support:

   • Assist the sales team with customer communication, ensuring all customer inquiries are followed up on in a timely manner.
   • Support in scheduling test drives, appraisals, and demonstrations.
   • Help maintain customer records and data entry in the CRM system.

5. Promotions & Engagement:

   • Assist in the creation and execution of customer engagement campaigns, promotions, and events.
   • Ensure customers are aware of dealership promotions, new vehicle releases, and special service offers.

6. Customer Retention:

   • Develop and maintain programs that encourage repeat business and customer loyalty, such as loyalty programs and follow-up services.
   • Monitor customer satisfaction scores and work on initiatives to improve these metrics.

7. Administrative Duties:

   • Maintain accurate records of customer interactions, transactions, and follow-ups.
   • Assist with scheduling service appointments and managing appointments for customers.

Qualifications:

• Experience:

  • Prior experience in customer service, sales, or automotive industries preferred.
  • Experience in a similar role (Customer Experience Coordinator, Customer Service Representative, or related positions) is a plus.

• Skills:

  • Strong interpersonal and communication skills, both verbal and written.
  • Ability to manage multiple tasks in a fast-paced environment.
  • Proficiency in using CRM software and dealership management systems (DMS).
  • Problem-solving skills with a customer-centric mindset.
  • Excellent organizational skills and attention to detail.

• Education:

  • High school diploma or equivalent required; Bachelor's degree or related certification in customer service or business management preferred.

• Other Requirements:

  • Must be a team player and work collaboratively across departments.
  • Must maintain a positive attitude and work well under pressure.
  • Ability to handle customer inquiries with professionalism and patience.