Customer Satisfaction Representative

4 days ago


Medford, Oregon, United States Driveway Full time
Customer Satisfaction Representative

At Driveway, we're passionate about delivering exceptional customer experiences. As a Customer Satisfaction Representative, you'll play a critical role in ensuring our customers receive the highest level of service and satisfaction.

Key Responsibilities:
  • Lead customer satisfaction improvement processes to assigned stores to ensure our customers' perspectives come first.
  • Serve as a liaison between the dealership and the customer, communicating concerns and resolving issues promptly.
  • Develop continuous improvement plans for assigned stores, documenting observations and tracking customer concerns, surveys, and scores.
  • Follow up with customers within 48 hours to ensure satisfaction and resolve any issues.
  • Trend and track customer concerns, surveys, and scores for each store in our FreshDesk Omni Program.
  • Collaborate with the Reputation and Brand Team on reviews and negative social media sentiment pertaining to Lithia Corporate accounts.
  • Develop a process for handling Better Business reviews and coordinate with dealership staff to ensure comprehensive resolution of all BBB reviews.
Requirements:
  • Strong attention to detail and sense of urgency.
  • Excellent communication and basic computer skills.
  • Ability to thrive in a team environment, stay positive, and live our values.
What We Offer:
  • Competitive pay and best-in-class industry benefits.
  • Medical, dental, and vision plans.
  • Paid holidays and PTO.
  • Short and long-term disability.
  • Paid life insurance.
  • 401(k) retirement plan.
  • Employee stock purchase plan.
  • Lithia Learning Center.
  • Vehicle purchase discounts.
  • Wellness programs.


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