What are the responsibilities and job description for the Customer Experience Specialist position at REINEKE FAMILY DEALERSHIPS INC?
Job Details
Description
Summary: The Customer Experience Specialist helps deliver a unique and enjoyable customer experience for all Service customers by providing professional and logistical support to the Service Staff and Service Departmental needs. Customer Experience Specialists must always be courteous, friendly, and professional with all customers and coworkers. Reports To: Assistant Service Manager / Service Manager Job Duties: • Deliver exceptional customer service and provide a positive and energetic experience when interacting with customers. • Assist Service staff with greeting customers, checking in guests, and assisting guests to the lounge area and offering amenities. • Assist Service staff with scheduling and execution of pickup, delivery, and shuttling of customers using RedCap software. • Perform customer vehicle pickup and delivery as needed using RedCap driver guidelines. May include taking photos of vehicle, using RedCap app on cell phone, and gathering all necessary information to complete. • Complete and maintain all RedCap software training. Assist Service staff as needed by answering incoming and outbound calls, scheduling appointments, maintaining contact with customers on vehicle staff, and notifying customers when their vehicle is completed. • Assist Service staff in moving vehicles in and out of the Service Lane and Service lot management. • Keep Service Lane, customer lounge, and Service office clean and organized. May include floor care, trash removal, and other duties as necessary. • Assist Service staff with facilitating rental vehicles for customers if needed. Work with Advisor or Rental Manager to schedule, deliver, and pickup rental vehicle and/or customer vehicle. May include getting necessary driver information and signed rental contract. • Assist Service Advisors and Service Managers with filling out Repair Orders and the completion of necessary paperwork. Includes filing and scanning as well. • Assist Service staff in driving ONE CX (CVP) Survey scores to expected company goals as outlined by Service Management.
Qualifications
Qualifications: • High school diploma or equivalent • Valid driver's license • Friendly and can multi-task • Ability to work in a fast-paced, team environment • 2 years' experience in customer service or dealership environment.
