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Customer Experience Specialist

2 months ago

Lafayette, United States Sterling Automotive Group Full time
Sterling Automotive Group is hiring We are looking for outgoing individuals who take pride in serving Acadiana and being a part of a successful family-owned and operated business.

As a Customer Experience Specialist, you'll specialize in creating lasting relationships with customers. Top-notch customer service and problem-solving skills are of the utmost importance as you are responsible for efficiently and effectively resolving customer concerns. This position works with multiple departments as needed throughout the dealership.

Essential Duties & Responsibilities:
  • Answer and direct calls appropriately using a multi-line phone system
  • Contact customers via phone and text to follow up on completed services, requested services, and appointment scheduling
  • Utilize multiple softwares to provide tracking and answering customer questions, completing follow-up calls,and monitoring CSI scores
  • Problem solve customer concerns as they arise
  • Set up pickup and delivery service customers
  • Monitor customer service scores on a weekly basis
  • Help facilitate communication between customers and employees in multiple departments
  • Ensure customers provide all required documentation and thoroughly understand our policies and all signed agreements
  • Assist with the Loaner Car process as needed
  • Maintain a professional demeanor and appearance
What We're Looking For:
  • We are looking for a team player who is ready to hit the ground running on learning our processes, programs, and business needs
  • The ideal candidate must be coachable, effective in both verbal and non-verbal communication, possess strong time management skills, and maintain professional demeanor & appearance
  • Experience with a multi-line phone system is required
  • Must be willing to submit to pre-employment background check & drug screen
  • Must have a valid driver's license with a clean driving record, and be at least 21 years of age or have 3 full years of driving experience
  • Minimum of high school diploma or equivalent is required
Schedule: Full-time, Monday-Friday

Why Choose Sterling?

Our mission is to attract, develop, and retain great people to deliver a memorable experience that creates lasting relationships, one customer at a time.
  • Benefits: Medical, Dental, Vision, & Disability Insurance - 401(k) with employer matching - Company-paid Life Insurance - Paid Holidays, Vacation, and Sick time
  • Financial Security: Hourly-paid position with guaranteed 40 hours per week
  • A little lagniappe: Employee vehicle pricing and discounts on products & services - Long-term job security with a growing company - Referral bonus programs - Family-owned and operated - Career Progression with paid ongoing training - Professional work environment

We are an equal opportunity employer and value diversity. All employment is decided on the basis of qualifications, merit and business need.