Digital Experience Specialist

AutoNation

3d

About The Position

The Digital Experience Specialist is the first point of contact for customers entering or returning to the Digital Retail journey and guides them from lead to scheduled deal consultation. The specialist works assigned leads through 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. The specialist gathers trade, financing, and delivery preferences, submits the deal to the Digital Experience Manager, presents the approved deal structure, and confirms the sale. When a customer needs support beyond the specialist’s authority, the specialist hands the opportunity to the Digital Experience Manager with complete context. The specialist also shares customer feedback to help improve the deal process and customer experience.

The role includes responding to and following up on leads, explaining the Digital Retail process, guiding customers through self-service steps, coordinating deal information and consultations, and completing accurate system records and handoffs. Specialists must protect customer privacy, follow communication and documentation requirements, and meet CSI, quality audit, and attendance standards. The role requires working assigned evenings or weekends based on store hours.

AutoNation describes itself as one of the largest automotive retailers in the United States, with dealerships nationwide and offerings including new and used vehicles, customer financing, parts, maintenance, and repair services. Its DRV PNK mission supports cancer research and treatment, and the company states a commitment to a diverse, equitable, and inclusive workplace.

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.

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 every assigned lead 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 help customers return to the appropriate step in the self-service 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 the customer and confirm the sale.
• Schedule and confirm the F&I consultation and delivery or pickup.
• Assist with routine 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 complete handoffs that document customer intent, completed steps, open questions, barriers, promises made, next action, and required timing; retain 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

• Competitive compensation.
• 401(k) matching.
• Health, dental, and vision insurance plans.
• Maternity benefits.
• Associate purchase and discount programs for new and pre-owned vehicles, services, parts, collision, accessories, and AutoGear.
• Deals and discounts through YouDecide, a website with offers from providers and retailers.

What This Job Offers

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