Customer Experience Advocate / Customer Relations Agent

Westbury Jeep Chrysler Dodge•Westbury, NY

3d•Onsite

About The Position

Westbury Jeep Chrysler Dodge Ram, a proud member of the VIP Automotive Group, is seeking a Customer Experience Advocate / Customer Relations Agent to join our busy and growing Automotive Service Department. This is a customer-focused position responsible for helping ensure every customer receives an exceptional experience from the moment they arrive for service through follow-up after their visit. If you are a customer service professional, service receptionist, customer relations representative, BDC representative, CSI representative, or automotive dealership professional who enjoys working with people and building customer relationships, we want to hear from you! As a Customer Experience Advocate, you will play a key role in customer satisfaction, CSI performance, service follow-up, customer retention, and overall dealership customer experience. You will work closely with the Service Department, Service Advisors, and Management Team to identify customer needs, gather feedback, resolve concerns, and help create a positive and professional service experience.

Requirements

Previous customer service, automotive dealership, BDC, call center, receptionist, service department, or customer relations experience preferred.
Excellent verbal and written communication skills.
Strong telephone and follow-up skills.
Professional, friendly, and approachable personality.
Strong listening skills and the ability to ask effective questions.
Ability to handle customer concerns professionally and calmly.
Highly organized with strong attention to detail.
Ability to multitask in a fast-paced automotive dealership environment.
Self-motivated, dependable, and team-oriented.
Comfortable making a high volume of customer follow-up calls.
Strong computer and data-entry skills.
Ability to maintain a professional business appearance.
A positive, go-getter attitude and commitment to exceptional customer service.

Responsibilities

Ensure all service customers are contacted daily regarding their customer experience and CSI.
Conduct customer satisfaction and CSI follow-up calls following service visits.
Follow up with customers regarding completed repair orders and overall service experience.
Contact customers from deposition and customer feedback reports to gather information and identify opportunities for improvement.
Make lease retention calls to existing customers.
Conduct unsold follow-up calls and assist with customer retention opportunities.
Greet and welcome customers entering the dealership's service department.
Direct customers to the appropriate Service Advisor, waiting area, refreshments, or dealership resources.
Help maintain a welcoming, professional, and customer-friendly service environment.
Listen carefully to customer feedback and identify opportunities to improve their experience.
Escalate customer concerns to the appropriate Service Manager or dealership management when necessary.
Organize and participate in CSI / Customer Satisfaction meetings with dealership staff and management.
Track customer feedback and assist management in identifying recurring customer service issues.
Support dealership goals for CSI, customer retention, response rates, and fixed-first-visit performance.
Work collaboratively with Service Advisors and other dealership departments.
Maintain a professional appearance and represent Westbury Jeep and VIP Automotive Group positively at all times.
Perform other duties as assigned by management.