Digital Experience Specialist

AutoNation • Irving, TX

2d

About The Position

The Digital Experience Specialist is the first point of contact for customers entering or returning to the Digital Retail journey, guiding them from lead to scheduled deal consultation. The specialist works assigned leads by phone, text, email, chat, and other approved digital channels, responds within the published speed-to-lead standard, qualifies customer needs, confirms vehicle selection, and presents the online price. They collect trade, financing, and delivery preferences, submit the deal to the Digital Experience Manager, present the approved deal structure, and confirm the sale. When customer needs exceed the specialist’s authority, they transfer the opportunity to the Digital Experience Manager with complete context. The specialist also relays customer feedback to improve the deal process and customer experience.

The role requires accurate, timely documentation in the CRM, GPS, and other designated systems; adherence to approved communication, consent, privacy, documentation, and data-handling requirements; and ownership of customer interactions through accepted handoff. Specialists must meet CSI, quality audit, and attendance standards and be able to work assigned evening or weekend schedules, including rotating shifts through 8 p.m. and rotating Saturdays. The stated hourly rate is $22 per hour.

Requirements

• Two or more years of customer-facing experience in a phone, chat, contact center, hospitality, retail, or comparable high-volume service environment.
• Clear written, verbal, and digital communication skills.
• Comfort working across multiple systems while maintaining accurate notes and tasks.
• Ability to learn a multi-step customer journey, recognize escalation triggers, and follow structured workflows.
• Reliable follow-through and attention to detail.
• Ability to work assigned evenings or weekends based on store hours, including rotating shifts through 8 p.m. and rotating Saturday schedules.

Nice To Haves

• Automotive lead-management, BDC, e-commerce, or digital retail experience.
• Experience with CRM, digital chat, text, telephony, or task-management platforms.
• Experience supporting customers through online purchasing, reservations, applications, or document collection.

Responsibilities

• Respond to assigned leads within the published speed-to-lead standard by phone, text, email, and chat.
• Complete approved outbound follow-up for new or inactive opportunities and re-engage customers who stall or leave the journey.
• Explain the Digital Retail process, answer routine questions, and guide customers back to the appropriate step in the self-serve workflow.
• Establish the next action and timing before ending each interaction.
• Follow approved scripts, consent requirements, communication workflows, and escalation steps.
• Qualify customer needs, confirm vehicle selection, and present the online price.
• Collect trade, financing, and delivery preferences and submit the deal to the Digital Experience Manager.
• Present the approved deal structure to customers and confirm the sale.
• Schedule and confirm the F&I consultation and delivery or pickup.
• Assist with routine navigation, including account access, prequalification prompts, trade-information entry, document requests, and reservation steps.
• Relay customer feedback to the Digital Experience Manager to improve the deal process and customer experience.
• Recognize situations requiring Digital Experience Manager support, including negotiation, complex trade issues, payment objections, credit questions, identity failures, or detailed deal structure.
• Log every interaction and complete required tasks, notes, dispositions, and customer updates in the CRM, GPS, and other designated systems during the interaction.
• Use approved communication channels so customer activity and commitments remain visible to the full team.
• Create a complete handoff covering customer intent, completed steps, open questions, barriers, promises made, next action, and required timing; maintain ownership until the receiving role accepts the handoff.
• Protect customer privacy and follow communication, consent, documentation, and data-handling requirements.
• Maintain CSI, quality audit, and attendance standards.

Benefits

• 401(k) matching
• Health insurance
• Dental insurance
• Vision insurance
• Maternity benefits
• Associate purchase and discount programs for new and pre-owned vehicles, services, parts, collision, accessories, and AutoGear
• Access to deals and discounts through YouDecide
• Opportunity to participate in DRVPNK, the company’s cancer research and treatment fundraising mission

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed