Customer Success Specialist

At Step One Automotive, we are committed to an environment where the customer is always treated with respect and dignity. Our team members are our most valuable resource and growth is encouraged through diligence, teamwork & creativity. Above all, there is the highest standard of honesty and integrity when conducting business. Find out why we are a step above the rest! Apply today!

As a Customer Success Specialist your role is to provide positive customer experiences by enhancing their interactions with the business.   With a focus on retention, resolution, and following set processes you will maintain customer contact in sales, service, F&I and back office to ensure end to end resolution with an end goal of a very satisfied customer. To be successful in this role you should have excellent communication skills, as well as a willingness to go the extra mile for end-to-end customer solutions. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below 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.

Duties/Responsibilities

• Respond to customer inquiries in a timely manner via: telephone, chat, email and social media.
• Maintain notes in CRM & case history file for every contact attempt made to customer.
• Monitor company surveys to proactively solve any remaining customer concerns post-visit with an end goal of very satisfied.
• Refer unresolved customer grievances to designated departments for further investigation.
• Contact customers to notify them of claim investigation results or any planned adjustments.
• Conducts mystery shops to evaluate and provide feedback and quality assurance form.
• Monitor and report all unanswered voicemails and call queue stats to ensure timely responses.
• Conduct market survey to provide analysis for pricing, strategy, and customer experience.
• Conduct in store customer experience quality evaluations.
• Expected to be fluent in pulling CSI and SSI from OEMs; customer and employee surveys from the OEM; up to date on CSI requirements and expectations per quarter for each OEM.
• Phone must be answered within three rings. All missed calls must be returned prior to the end of the business day.
• Responsible for completing required number of QA’s each month.
• Answer all customer reviews for SOAG through Podium.
• Manufacturer Training and all assigned SOAG training as required.
• Assist in identifying process gaps.
• Have knowledge of both variable and fixed operations.
• Will be available to travel to stores to assist with training, product launches, speaking with clients in person, and other needs.
• Will be the point of contact if a manager is unavailable.
• Assist CSA’s with questions.
• Assist with phone software.
• Assist in developing reporting as well as deliver reports to leadership.
• Obtain and examine all relevant information to assess the validity of complaints and to determine possible causes.
• Participates in special projects and process improvement teams.
• Other duties as assigned.

Required Skills/Abilities

• Excellent Interpersonal, customer service, & conflict resolution skills
• Excellent verbal and written communication skills.
• Proficiency in Podium, Sales & Service CRM, Microsoft, chat & various social media platforms.
• Experience working with multiple CRM’s & social media platforms.
• Detail Oriented.
• Excellent multi-tasking abilities.
• Bilingual fluency is highly advantageous. 
• Self-starter & the ability to creatively problem solve.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form. 
• Ability to act with integrity, professionalism, and confidentiality.    
• Must have the ability to sit for long hours while working from a desktop computer, phone systems, headsets, and an assortment of software.
• Must have ample dexterity to bend, reach, stretch, sit, stand, type, and lift up to 30 pounds.  

Education and/or Experience

• A high school diploma or equivalent.
• A minimum of 2 years’ experience in prior sales or automotive service, internet department or BDC experience or another client-facing role required.
• Previous management experience in a role within the automotive industry is highly preferred.
• Must be able to pass a background check, drug screening, and Motor Vehicle Report.

Benefits

• Medical, Dental, Vision, and Supplemental Insurance Available!
• Company Paid Life Insurance, Free Employee Assistance Program, and 100% PAID TUTITION with Strayer University for Associate's, Bachelor's, and Master's Degrees!
• 401(k) with Company Matching after 6 months!
• Start earning Paid Time Off on Day 1, with the ability to use it after 90 days! Earn TWO WEEKS Paid Time Off your first year!
• Five Paid Holidays - 4th of July, Labor Day, Thanksgiving, Christmas, and New Year's!
• Major Discount with Working Advantage on theme park tickets, shopping, travel, and more!

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.