Customer Experience Specialist

1 week ago


Warsaw, United States CareerBuilder Full time

Job Description

Job Description Salary:
The Customer Experience Specialist (also known as CX Specialist) plays a crucial role in ensuring exceptional customer interactions within an auto shop.
1.

Tracking Customer Experience
-The CX Specialist monitors customer interactions across various channels, including online platforms, offline touchpoints, and different devices.
-The CX Specialist keeps a close eye on how customers engage with the auto shop, identifying pain points and areas for improvement.
2.

Collaborating with Internal Teams
-The CX Specialist works closely with all team members in the auto shop such as service manager, VA and all Technicians.
-The goal of the CX Specialist is to enhance customer services and boost grand awareness by aligning customer experience strategies with overall marketing initiatives.
3.

Customer Query Handling
-The CX Specialist promptly responds to customer queries via phone, email, social media, and all digital applications.
-The CX Specialist's effective communication ensures that customers receive accurate information and feel valued.
4.

Feedback Analysis and Reporting
-The CX Specialist analyzes feedback related to existing programs, potential new approaches and overall experiences.
-The CX Specialist enters data and generates reports then analyzes the progress of the auto shop and makes adjustments for continuous improvement.
5.

Product Testing and Evaluation
-The CX Specialist evaluates after-sales and support services, ensuring that customers receive top-notch assistance
-The CX Specialist is constantly evaluation the quality of the work performed and driving for the utmost quality
6.

Documenting Process
-The CX Specialist documents technical issues, customer compliments and customer complaints
-This documentation helps track trends and informs decision-making
7.

Staying Informed
-The CX Specialist keeps up with industry trends and stays knowledgeable about new Customer Relationship Management (CRM) technologies.

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