Job Title: Customer Experience Specialist (CXI)

Department: Motorcycle Sales

Supervisor: General Sales Manager and/or General Manager

Summary Description

Focus on the relationship management of our customers and the seamless flow of our sales process. Communication is the key ingredient to success and this position is focused on the detail of communication and follow-up. When issues arise, proper follow up, resolution and follow through are critical to preserving the purchase experience, and this position is central to that effort. The overarching goal of this position is to deliver on our WIG which is to “fulfill dreams by delivering a premium customer experience creating customers for life.”

Duties & Responsibilities

• Review CXI surveys and monitor alerts on daily basis, throughout the day.
• Review and monitor Survey Monkey alerts on a daily basis, throughout the day.
• Review and monitor online reputation review sites on a daily basis, throughout the day.
• Review Sales Log, CSI Call Back Log, and eLeads, for overdue activities on a daily basis.
• Follow up with customer experience issues and complaints, adhering to our dealership complaint resolution process (Complaint Forms, Complaint Log, Teamwork).
• Follow up with Customers to drive CXI surveys.
• Share stories of success as well as feedback for improvement with management and personnel.
• Analyze reporting result scores and identify strengths and opportunities and address these.
• Greet customers immediately, in a courteous and friendly manner.
• Handle telephone transactions with an upbeat and friendly tone.
• Answer all customer questions or make a commitment to get the answer in a timely manner.
• Handle customer complaints according to dealership policy, showing empathy and a positive attitude, and demonstrate our commitment to “make things right”, as specifically directed by the management team.
• Perform other related duties as assigned or requested.

Supervisory Responsibilities

• None

Qualifications & Job Requirements

• Customer experience background.
• Call center experience.
• Must be computer literate and proficient with Microsoft Office Suite, along with general email/internet.
• Experience using various Google Drive applications to include but not limited to Google Sheets and Google Docs a plus.
• Ability to learn customer management relationship software.

Physical Demands

• Frequently works on a computer in a typical office environment.

Working Conditions

• The noise level in the work environment is usually loud.
• Potential exposure to battery acid, gasoline, chemical cleaning materials or other toxic materials commonly found in a motor vehicle service department.
• Occasionally exposed to exhaust fumes or other airborne particles.

In addition to the outlined essential job functions, the employee is required to complete all additional tasks assigned by his/her supervisor, as the supervisor sees fit for the position.