Automotive Dealer Customer Experience Specialist

Description

Job Type: Full-time

Location: Pierce County, WA

Reports to: Owners/COO/CFO

Salary: $48,000 - $72,000 annually

About the Role:
Are you passionate about delivering exceptional customer experiences? Do you thrive on identifying opportunities for improvement and fostering customer satisfaction? We are seeking a Dealer Customer Experience Specialist to be a key driver of customer-centric excellence in our dealership's Sales and Service departments.

As the DCES, you will champion the customer experience by resolving concerns, monitoring dealership metrics, and spearheading initiatives that align with our brand's standards. Your role will be integral to ensuring our facility, services, and interactions exceed expectations and create lasting customer relationships.

Key Responsibilities:

Customer Experience & CSI Metrics

• Serve as the dealership’s advocate for the customer, ensuring resolutions to concerns are timely and seamless.
• Monitor and analyze dealership Customer Satisfaction Index (CSI) metrics using OEM platforms to identify opportunities and suggest improvements.
• Recognize exceptional team performance, mentor underperformers, and meet with management to strategize enhancements.

Database & Web Presence Management

• Ensure accuracy of customer information in Dealer Management Software (DMS), CRM, and other databases to enhance customer interactions and marketing initiatives.
• Regularly review and update the dealership’s website for accuracy, ease of use, and current promotions.

Reputation Management

• Monitor online review platforms (Google, Yelp, Dealer Rater, Facebook) to manage and respond to customer feedback.
• Implement reputation management strategies using OEM scorecards and third-party alert systems.

Community Outreach & Events

• Represent the dealership in community events to strengthen relationships and create sales opportunities.
• Plan and coordinate dealership events such as New Owner Events, model launches, and Cars & Coffee gatherings.

Service Department Support

• Assist in service appointment scheduling and customer communication.
• Coordinate special-order parts (SOP) processes and customer communication.
• Lead service marketing campaigns for specials, seasonal promotions, and events.

Sales Department Support

• Greet customers upon showroom arrival and offer hospitality services throughout their visit.
• Manage OEM second delivery programs to ensure thorough customer education on vehicle features.
• Oversee off-site vehicle deliveries and support OEM account activations.

Larson Automotive Benefits:

Larson Automotive Group offers a comprehensive group medical insurance plan to all hired full-time applicants that start the first of the month following the completion of continuous 60 of employment. We offer 4 plans to help employees access the best plan that fits their budget and needs. One plan is zero cost to the employee. We also have a company paid Life ($10,000) and AD&D plan ($40,000.00) that is for all benefit eligible employees. Employee must maintain no less than 32 hours per week to be considered ‘full-time’ for benefits.

In addition to medical insurance, Larson Automotive Group also offers vision, dental and various other ancillary coverages such as additional Life, AD&D, LTD, Accident, Hospital, and Pet insurance to name a few.

Larson Automotive Group also provides an Employee Assistance Program. This is a specialized referral program available to employees to assist in various personal situations. This includes counseling for substance abuse, financial difficulties, mental illness, family issues and more. These are all provided to the employee free of charge and confidential with a third party.

Larson Automotive Group also helps plan for your future with our retirement plan available to all employees over the age of 21. The 401k plan starts after the completion of 2 months of employment, the employee will be automatically enrolled into the program starting at a 3% deduction and this will increase 1% per year for the first 3 years. The company does match 50% of the first 4% contributed by the employee. Employees on a budget or who want to know exactly what will be coming out of their check can also opt to have a flat dollar amount withheld from their check. We also offer a ROTH plan option as well. Employees can opt out of the plans at any time.

We offer a KOFE (knowledge of Financial Education) plan free of charge to the employee to help provide the employees with the tools needed for financial wellness.

Hourly and Salary employees will receive 6 paid holidays each year.

We offer a competitive PTO (Paid Time Off) program; employees begin to accrue hours from day one worked (eligible to use after 90 days of employment). PTO is accrued for the first 2 years at 1 hour for every 40 hours worked at 3 to 10 years 1.53 hours of PTO for every 40 hours worked and at 10 years 2.30 hours of PTO for every 40 hours worked.

We offer a vehicle purchasing programs for all the vehicle brands we offer. All you need to do is contact the GM of that dealership to see what options they currently have available.

Requirements

• Exceptional communication and interpersonal skills.
• Strong organizational and problem-solving abilities.
• Proficiency with dealership management tools (DMS, CRM, OEM platforms).
• Knowledge of vehicle technology features and connected services.
• A proactive and customer-focused mindset with attention to detail.

 To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.