Customer Experience Specialist
Overview
The Customer Experience Specialist delivers a high‑touch, white‑glove customer experience by serving as the first point of contact for current vehicle owners. This role supports customers from initial inquiry through resolution by addressing product questions, vehicle technology concerns, dealer complaints, warranty and goodwill requests, and repair or maintenance needs. The specialist works collaboratively with internal teams and dealer partners to ensure timely, effective solutions while strengthening customer loyalty and first‑choice preference.
Details
- Location: Franklin, TN (On-site, Fridays Remote)
- Shift Time: 8:00-5:00
- Pay Rate: $27/hr with 10 PTO days and 16 paid Holidays and other benefits
Responsibilities
- Welcome new owners and address questions or concerns related to their vehicle
- Proactively communicate with customers regarding vehicle alerts and resolution needs
- Coordinate resolution for customer issues including vehicle concerns, dealer complaints, warranty policies, extended service contracts, goodwill requests, parts escalations, and general inquiries
- Provide technical support for complex customer cases, including application and technology troubleshooting
- Collaborate with internal departments (Training, IS, Techline, Campaigns, Parts, Sales Ops, Consumer Affairs) to improve customer resolution outcomes
- Conduct research using internal tools to respond to customer inquiries and expedite resolutions
- Communicate service campaign and recall information in accordance with policies and procedures
- Document customer interactions from calls, correspondence, and surveys in case management systems
- Meet assigned quality, call monitoring, and case management KPIs
- Provide inbound phone support for the customer loyalty rewards program
Required Qualifications
- Bachelor’s degree from an accredited university
- 1–3 years of professional experience in customer service, consumer affairs, call center, or related roles
- Excellent verbal, written, and interpersonal communication skills
- Strong analytical, problem‑solving, and conflict resolution abilities
- Ability to manage complex customer cases with minimal supervision
- Strong organizational skills and attention to detail
- Proficiency with standard computer applications (word processing, spreadsheets, and internal systems)
Preferred Qualifications
- Knowledge of customer service, consumer affairs, customer satisfaction, marketing, parts & service operations, sales operations, and VCS
- Automotive industry experience
