Customer Satisfaction Representative
About The Position
Driveway is where car buying and selling meets convenience—with no haggling, no pressure, and no leaving your couch. We’re the digital retail arm of Lithia & Driveway (LAD) and we’re on a mission to make car ownership easy, transparent, and dare we say... enjoyable. Backed by a network of nearly 300 dealerships across the U.S, Driveway blends the best of tech and human touch to deliver smarter, smoother experience. We’re big on innovation, big on people, and always driving forward. Join the team at Driveway, where customer satisfaction is our priority! Position Overview: As a Customer Satisfaction Representative, you will play a crucial role in leading customer satisfaction improvement processes, serving as the key liaison between our dealership and customers. Your focus will be on ensuring our customers' perspectives come first, following up with them to ensure their concerns are addressed and resolved promptly.
Requirements
- Attention to detail and sense of urgency.
- Strong communication skills.
- Basic computer skills.
- Team player with a positive attitude.
- High School graduate or equivalent, 18 years or older required.
- We are a drug free workplace.
- We are committed to equal employment opportunity (regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status).
- We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.
Nice To Haves
- Warranty Claims or Collections experience highly preferred
Responsibilities
- Lead customer satisfaction improvement initiatives at assigned store(s).
- Act as a liaison between the dealership and customers, ensuring their concerns are communicated and addressed.
- Develop and implement continuous improvement plans to enhance customer satisfaction.
- Follow up with customers within 48 hours to ensure their satisfaction.
- Track and trend customer concerns and survey scores using the FreshDesk Omni Program.
- Collaborate with the Reputation and Brand Team on reviews and social media sentiment.
- Develop processes for handling Better Business Bureau reviews and coordinate with dealership staff for comprehensive resolutions.
Benefits
- Competitive pay
- Medical, Dental and Vision Plans
- Paid Holidays & 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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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
