Customer Experience Specialist- CX Analysis- onsite in Charlotte

Weisiger Group•Charlotte, NC

72d•Onsite

About The Position

The Customer Experience Specialist role supports the customer care culture, possesses a passion for customers and an understanding of the customers' needs and requirements. Additionally, this role also grows and nurtures the retail customer at Carolina Cat. You will partner with business leaders to develop and deploy strategies and tactics to address critical organizational and talent issues. The Specialist will assist in reviewing the dealership processes, collecting and documenting customer feedback, and helps operational departments use this information to develop new service offerings and improve the delivery experiences. The Customer Experience Specialist is responsible for retail related sales processes and standards across the dealership to ensure a positive customer experience and increase customer loyalty. They will help develop marketing and promotional initiatives to effectively reach target customers and drive walk-in traffic. The Customer Experience Specialist will be responsible for partnering with Marketing and lines of business to develop and implement learning solutions, facilitate in-person and virtual classes, rate employees on their ability to deliver quality customer experience, and leverage metrics to find and implement improvement areas.

Requirements

Bachelor's degree in business or related field or equivalent experience required.
3+ years of progressive Customer Service or Operations experience in a related industry strongly preferred.
Bilingual preferred; at a minimum the ability to understand and to make oneself understood to Spanish speakers.
Proven track record of deploying Business solutions both on premise and cloud platforms that enable business objectives and goals.
Strong program and project management skills.
Excellent group facilitation, consultation, and employee coaching skills.
Experience in customer-centric organizations.
Understands the adult learning process and able to put it into practice.
Approximately 15% travel to various locations in the Southeast.
Must have a substantive command of technology, e-learning authoring tools and MS Office required.

Responsibilities

Identify and assist in the development of current and future customer experience training needs through needs assessment and customer insights.
Monitor and score live customer interactions to improve employees' ability to deliver an excellent customer experience.
Delivers timely coaching and feedback to managers and employees to enhance performance and for continuous development.
Assess and define parameters for delivering and measuring learning and customer experience; continually review opportunities for improvement and provide insights to establish metrics for success. Examples of these metrics include, but are not limited to, customer satisfaction rates, loyalty scores, retention, and referrals.
Facilitate virtual and classroom interactive learning events, train-the-trainer programs, etc. to develop the knowledge, skills, and abilities of our employees.
Identify and assist in the implementation of program improvements, tools, and technologies to enhance processes for learning execution.
Visit branch locations monthly to ensure Retail is being implemented at the branch.
Conduct yearly audit of the Retail Assessment with Caterpillar.
Engage branch leadership and dealership employees when retail changes need to be implemented or added.
Manage and track the retail marketing budget from Caterpillar and provide results driven growth with given funds.
Ensure the Sales Development and Inside Sales has provided quotes and machine pricing at the branches for display.
Partner with Marketing Department in development and execution of marketing plans.
Ensure the Retail Carolina Cat guide is always updated with the latest retail information to support retail goals and growth.
Other duties as assigned.