Automotive Customer Experience Specialist

Midland Ford Lincoln•Midland, MI

6h•Hybrid

About The Position

At Midland Ford Lincoln, we believe that luxury isn't just about the vehicles we sell—it’s about the experience we provide. We treat every guest with personalized attention and five-star hospitality. We are looking for a Customer Experience Specialist who understands that the "little things" make a big difference and who can manage the complex logistics of our modern service department with precision and grace. This is a high-visibility, hybrid role where you serve as the face of the dealership and the air-traffic controller for our remote service operations. You will balance the "white glove" hospitality of a front-desk concierge with the technical logistics of a Mobile Service Coordinator. From processing financial transactions and managing the switchboard to dispatching mobile technicians and optimizing service routes, you ensure every customer journey is seamless.

Requirements

Active Driver’s License with a clean driving record is required.
Ability to commute to Midland, MI.
Ability to pass a background check and drug screening.
Previous experience in hospitality, luxury retail, or high-volume administrative roles.
Logistically Minded: You have a natural ability to prioritize tasks and move between duties based on shifting priorities.
Financial Integrity: You are meticulous with numbers, making change accurately and ensuring all receipts are issued correctly.
Customer Focused: You have the "business acumen" to explain procedures and follow up with customers in a timely, professional manner.
Adaptable: You are a dependable "people leader" who stays calm under pressure in a fast-paced environment.

Nice To Haves

Familiarity with Ford/Lincoln diagnostic schedules and dealership DMS software is a major plus.

Responsibilities

Take incoming requests, determine if repairs are within mobile scope, and utilize route optimization to schedule and dispatch our mobile service units.
Calculate customer bills using the dealership system; process cash, checks, and credit card payments; and accurately record amounts on repair orders.
Operate the switchboard and greet guests with professional, friendly communication, striving to minimize hold times and direct callers to the proper department.
Coordinate with the Parts Department to ensure mobile units are loaded with necessary parts for repairs and ensure unused parts are returned to inventory.
Handle customer complaints diplomatically, referring guests to the appropriate manager for resolution when necessary.
Assist managers with various clerical duties, prioritize tasks by importance, and maintain a professional, organized workspace.