Customer Satisfaction Representative

Lithia & Driveway•Dallas, TX

2d•$40,000 - $60,000

About The Position

Driveway Driveway 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 a smarter, smoother experience. We’re big on innovation, big on people, and always driving forward. Come ride with us! The Customer Satisfaction Representative is responsible for ensuring the highest level of customer satisfaction at our stores by assisting with the Customer and communicating the concern to the dealership. The Customer Relations Representative reports to Senior Customer Relations Representative. Location: Addison, TX Pay: $40,000-$60,000 annually

Requirements

Strong attention to detail
Sense of urgency
Excellent communication
Basic computer skills
Does the right thing, takes action and adapts to change
Self-motivates, believes in accountability, focuses on results, makes plans and follows through
Believes in humility, shares best practices, desires to keep learning, measures performance and adapts to improve results
Thrives on a team, stays positive, lives our values
High School graduate or equivalent, 18 years or older required.
Acceptable driving record and a valid driver's license in your state of residence necessary for select roles.

Responsibilities

Lead customer satisfaction improvement process to assigned store(s) to assure our customer’s perspective comes first.
Serve as a liaison between the dealership and the customer.
Develop continuous improvement plans for assigned store(s), by documenting observations, this will keep all team members actively thinking about our customers.
Follows up with all customers within 48 hours to ensure customer satisfaction.
Trend and track all customer concerns, surveys, scores for each store in our Freshdesk Omni Program.
Collaborate with Reputation and Brand Team on reviews and negative Social Media sentiment pertaining to the Lithia Corporate accounts.
Develop a process for the handling of Better Business reviews and coordinate with dealership staff to ensure comprehensive resolution of all BBB reviews.