Job Title: Customer Experience Specialist (Automotive)
Location: Remote, Michigan
Job Type: W2 Contract
Expected Hours per Week: 40 hours per week
Pay Range: $20.00 per hour
Position Summary:
Our client is seeking a Customer Experience Specialist to support an expansive network of dealership clients across national and global markets. This role delivers exceptional customer service through digital communication channels while helping convert customer inquiries into dealership sales and service opportunities. The ideal candidate is a strong communicator with excellent writing skills, a customer-first mindset, and the ability to manage multiple conversations simultaneously.
Key Responsibilities:
- Represent automotive dealerships through web chat, email, and other digital communication channels.
- Assist customers throughout the vehicle purchase and service process.
- Answer questions regarding vehicles, features, incentives, promotions, and dealership services.
- Convert customer inquiries into qualified sales and service leads.
- Schedule appointments and coordinate dealership follow-up activities.
- Resolve customer concerns while providing personalized, value-driven solutions.
- Build rapport with customers, dealerships, and internal team members.
- Accurately document customer interactions and activities.
- Meet or exceed departmental KPIs, productivity metrics, and customer satisfaction goals.
- Participate in ongoing training to maintain product and process knowledge.
- Effectively manage multiple customer conversations and concurrent tasks.
Required Qualifications:
- Bachelor’s degree required.
- 1-2 years of customer service experience.
- Strong written communication and reading comprehension skills.
- Computer proficiency with strong typing and navigation abilities.
- Excellent attention to detail and organizational skills.
- Ability to multitask and manage competing priorities.
- Strong interpersonal and problem-solving skills.
- Self-motivated with a positive attitude and strong work ethic.
Preferred Qualifications:
- Journalism or Creative Writing experience.
- Experience providing customer support through chat, email, or digital communication channels.
- Automotive industry experience.
- Sales, lead generation, or customer engagement experience.
Top Skills:
- Customer Service
- Web Chat Support
- Written Communication
- Lead Generation
- CRM/Data Entry
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