JOB DESCRIPTION

The Customer Experience (CX) Coordinator in the automotive industry is responsible for ensuring a positive and seamless experience for customers throughout their entire interaction with the company. This role involves overseeing customer service teams, managing customer complaints, maintaining relationships with existing clients, and enhancing the overall customer experience. The CX Coordinator will also work to improve customer satisfaction, loyalty, and retention, as well as manage the Customer Satisfaction Index (CSI) and Manufacturer Incentive programs within the dealership or service environment.

QUALIFICATIONS

• 
  
  
  
• Experience: Minimum of 3-5 years of experience in customer relations

• customer service
• or a similar role in the automotive industry.
• Leadership Skills: Proven ability to lead
• mentor
• and motivate a customer service team
• fostering a positive and productive work environment.
• Customer-Focused: Strong passion for delivering exceptional customer experiences and resolving customer issues effectively
• with a focus on improving CSI and meeting manufacturer incentives.
• Communication Skills: Excellent verbal and written communication skills
• with the ability to interact with a variety of customers and employees at all levels.
• Problem Solving: Strong problem-solving abilities with a customer-centric approach to resolving complaints and issues
• especially those impacting CSI scores.
• Organizational Skills: Strong multitasking and organizational abilities
• with attention to detail in managing customer inquiries and interactions.
• Technology Skills: Proficiency in customer management software
• CRM tools
• and MS Office Suite. Experience with automotive-specific systems is a plus.
• Automotive Knowledge: Solid understanding of automotive products and services
• including vehicles
• parts
• and repair services
• to effectively address customer inquiries and issues.PREFERRED:
• Bachelor’s degree in Business
• Marketing
• or a related field.
• Previous experience in an automotive dealership or service center is highly preferred.
• Knowledge of dealership or service CRM software systems (e.g.
• Dealertrack
• Reynolds & Reynolds).
• Experience with managing or improving CSI scores and leveraging manufacturer incentives to improve performance.

• 
  
  
  
• Customer Relationship Management: Develop and implement strategies to build and maintain long-term relationships with customers. Ensure that customers have a positive experience across all touchpoints

• including sales
• service
• and support.
• Team Leadership: Supervise and mentor customer service teams
• including sales representatives
• service advisors
• and support staff. Provide guidance
• training
• and support to ensure the team meets performance targets and delivers excellent customer service.
• Customer Satisfaction Index (CSI): Monitor
• analyze
• and improve the dealership’s CSI score
• ensuring that customer satisfaction goals are consistently met or exceeded. Develop action plans to address areas of improvement based on CSI feedback and surveys.
• Manufacturer Incentive Programs: Manage manufacturer incentives related to customer satisfaction and retention
• ensuring that the dealership meets or exceeds incentive thresholds. Work with internal teams to track
• report
• and optimize incentive-related activities.
• Customer Retention: Develop programs and initiatives that encourage customer loyalty and repeat business
• including follow-up calls
• loyalty programs
• surveys
• and feedback mechanisms.
• Communication & Outreach: Communicate with customers through various channels (phone
• email
• social media
• etc.)
• ensuring that information is clear
• accurate
• and timely. Proactively reach out to customers for service reminders
• recalls
• or follow-ups to improve retention.
• Quality Assurance: Monitor customer interactions and service performance to ensure high-quality standards are met. Identify areas for improvement and work with the team to implement changes.
• Sales Support: Collaborate with the sales team to ensure customer needs are met and that customer expectations are aligned with the dealership’s capabilities. Assist with vehicle delivery and post-purchase follow-ups.
• Complaint Resolution: Investigate and resolve customer complaints in a timely manner
• ensuring that all issues are handled professionally and to the customer’s satisfaction.
• Reporting & Analysis: Track key customer satisfaction metrics (CSI)
• manufacturer incentives
• and report on customer feedback trends. Analyze data to identify recurring issues
• areas for improvement
• and opportunities to enhance the customer experience.
• Training & Development: Provide ongoing training to the customer service team on best practices for customer engagement
• conflict resolution
• and product knowledge
• with an emphasis on improving CSI scores and meeting manufacturer incentive requirements.
• Process Improvements: Continually evaluate internal processes to streamline customer interactions
• reduce friction
• and improve overall customer service efficiency
• aiming to positively impact CSI and meet incentive targets.