CX Coordinator
CX Coordinator
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Salary Not Disclosed
1 Vacancy
Job Description
Job Overview:
The Customer Experience (CX) Coordinator at D3 Chrysler Dodge Jeep Ram (CDJR) is responsible for ensuring a superior customer experience across all touchpoints in the dealership. This role involves collaborating with sales service and management teams to deliver outstanding service that promotes customer satisfaction loyalty and retention. The CX Coordinator is the primary point of contact for customers before during and after their visit to the dealership.
Key Responsibilities:
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Customer Interaction & Communication:
- Serve as the primary point of contact for customers addressing their inquiries concerns and needs promptly.
- Manage customer relationships through followups phone calls and emails to ensure satisfaction with sales and service experiences.
- Resolve customer complaints and escalations in a professional and timely manner.
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Customer Feedback Management:
- Collect and analyze customer feedback via surveys reviews and direct interactions.
- Address negative reviews or feedback proactively ensuring issues are resolved to the customers satisfaction.
- Implement customer satisfaction programs to increase retention and loyalty.
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Coordination with Dealership Departments:
- Work closely with the sales service and parts departments to streamline customer service processes and ensure a seamless experience.
- Ensure timely communication with customers about vehicle status service appointments or sales processes.
- Facilitate vehicle deliveries and postdelivery followups to ensure customer satisfaction.
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Sales Support:
- Assist the sales team with customer communication ensuring all customer inquiries are followed up on in a timely manner.
- Support in scheduling test drives appraisals and demonstrations.
- Help maintain customer records and data entry in the CRM system.
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Promotions & Engagement:
- Assist in the creation and execution of customer engagement campaigns promotions and events.
- Ensure customers are aware of dealership promotions new vehicle releases and special service offers.
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Customer Retention:
- Develop and maintain programs that encourage repeat business and customer loyalty such as loyalty programs and followup services.
- Monitor customer satisfaction scores and work on initiatives to improve these metrics.
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Administrative Duties:
- Maintain accurate records of customer interactions transactions and followups.
- Assist with scheduling service appointments and managing appointments for customers.
Qualifications:
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Experience:
- Prior experience in customer service sales or automotive industries preferred.
- Experience in a similar role (Customer Experience Coordinator Customer Service Representative or related positions) is a plus.
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Skills:
- Strong interpersonal and communication skills both verbal and written.
- Ability to manage multiple tasks in a fastpaced environment.
- Proficiency in using CRM software and dealership management systems (DMS).
- Problemsolving skills with a customercentric mindset.
- Excellent organizational skills and attention to detail.
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Education:
- High school diploma or equivalent required; Bachelors degree or related certification in customer service or business management preferred.
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Other Requirements:
- Must be a team player and work collaboratively across departments.
- Must maintain a positive attitude and work well under pressure.
- Ability to handle customer inquiries with professionalism and patience.
Employment Type
Full Time
