Customer Success Advocate

Dan Cummins of Georgetown•Georgetown, KY

6d•Onsite

About The Position

The Customer Success Advocate serves as a dedicated resource for Dan Cummins Auto Group customers following a vehicle purchase or service visit. This position is responsible for proactive customer follow-up, manufacturer survey and CSI processes, reputation management, and assisting customers with questions, concerns, or additional needs. The Customer Success Advocate works closely with Sales, Service, Finance, and dealership leadership to ensure customer concerns are addressed promptly and professionally. The ideal candidate is an excellent communicator, highly organized, solutions-focused, and passionate about creating exceptional customer experiences.

Requirements

A strong commitment to providing exceptional customer experiences.
Excellent verbal and written communication skills.
Strong interpersonal and relationship-building abilities.
Excellent organizational and time-management skills.
Strong attention to detail.
The ability to manage multiple customer situations and priorities simultaneously.
A solutions-focused and results-driven mindset.
Strong problem-solving and critical-thinking abilities.
The ability to remain professional and composed during challenging customer interactions.
The ability to work collaboratively across multiple dealership departments.
Basic computer proficiency and the ability to learn new software platforms.
The ability to communicate effectively by telephone, email, and text.
A willingness to learn dealership products, processes, manufacturer programs, and technology.
Professional appearance and conduct.
A desire for continued professional growth and development.
Valid driver's license and acceptable driving record.

Nice To Haves

Automotive experience is preferred but not required.

Responsibilities

Serve as an advocate and point of contact for Sales and Service customers.
Conduct follow-up with customers after vehicle purchases and service visits.
Proactively identify customer questions, concerns, or unresolved needs.
Assist customers in navigating dealership processes and connecting with the appropriate department or team member.
Work collaboratively with Sales, Service, Finance, and Management to facilitate timely resolution of customer concerns.
Communicate with customers through phone, text, and email based on customer preference.
Make outbound customer satisfaction and follow-up calls.
Assist with incoming customer calls and ensure customers are connected with a live team member whenever possible.
Take detailed messages and coordinate appropriate follow-up when immediate resolution is unavailable.
Maintain timely, professional, and accurate communication with customers throughout the follow-up process.
Document applicable customer communications within dealership systems, including DriveCentric.
Manage manufacturer Customer Satisfaction Index (CSI) and survey processes for Sales and Service.
Maintain knowledge of manufacturer survey requirements, scoring standards, and key survey questions.
Monitor customer survey activity and returned survey results.
Generate and review manufacturer survey reports through applicable manufacturer systems.
Utilize dealership Sales and Service reports to identify customers eligible for manufacturer surveys.
Conduct proactive outreach to customers before and after manufacturer surveys when appropriate.
Identify customers with outstanding or non-returned surveys and complete appropriate follow-up.
Maintain and communicate daily or periodic CSI performance reports.
Analyze customer feedback and survey results to identify trends and opportunities for improvement.
Communicate areas of concern to Sales Consultants, Service Advisors, Managers, and other appropriate team members.
Work with department leadership to develop strategies for improving customer satisfaction and manufacturer CSI performance.
Monitor incoming online reviews and customer feedback through dealership reputation-management platforms.
Respond to reviews promptly, professionally, and in accordance with company guidelines.
Identify negative or concerning customer reviews requiring additional attention.
Escalate customer concerns to the appropriate manager or department for resolution.
Track reviews below established satisfaction standards and monitor follow-up activity.
Monitor reviews for customer updates or resolution when applicable.
Identify recurring themes within customer reviews and communicate those trends to leadership.
Support initiatives designed to increase positive customer feedback and strengthen the dealership's online reputation.
Listen carefully to customer concerns and gather relevant information.
Determine the appropriate department or team member needed to assist with resolution.
Maintain ownership of customer follow-up until the concern has been addressed or appropriately transferred.
Follow established escalation procedures when a customer concern requires management involvement.
Maintain accurate documentation regarding customer concerns, communications, and resolution efforts.
Provide professional communication even when working with difficult or dissatisfied customers.
Help create solutions that balance customer needs with dealership policies and procedures.