Automotive Dealer Customer Experience Specialist

$48,000 - $72,000/Yr

Larson Motors - Tacoma, WA

Full-time - Mid Level

Tacoma, WA

Personal and Laundry Services

About the position

The Dealer Customer Experience Specialist (DCES) at Larson Motors Inc. is responsible for enhancing customer satisfaction and driving customer-centric initiatives within the dealership's Sales and Service departments. This role involves monitoring customer feedback, managing dealership metrics, and implementing strategies to improve the overall customer experience. The DCES will also engage in community outreach and support both the service and sales departments to ensure a seamless customer journey.

Responsibilities

• Serve as the dealership's advocate for the customer, ensuring timely resolutions to concerns.
• Monitor and analyze dealership Customer Satisfaction Index (CSI) metrics to identify opportunities for improvement.
• Recognize exceptional team performance and mentor underperformers.
• Ensure accuracy of customer information in Dealer Management Software (DMS) and CRM.
• Regularly review and update the dealership's website for accuracy and current promotions.
• Monitor online review platforms and manage customer feedback.
• Implement reputation management strategies using OEM scorecards and third-party alert systems.
• Represent the dealership in community events to strengthen relationships and create sales opportunities.
• Plan and coordinate dealership events such as New Owner Events and model launches.
• Assist in service appointment scheduling and customer communication.
• Act as loaner vehicle program coordinator, managing reservations and maintenance.
• Lead service marketing campaigns for specials and seasonal promotions.
• 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.

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.

Benefits

• AD&D insurance
• Paid holidays
• Disability insurance
• Health insurance
• Dental insurance
• 401(k)
• Paid time off
• Employee assistance program
• Vision insurance
• Pet insurance