CUSTOMER EXPERIENCE ADVOCATE / CUSTOMER RELATIONS AGENT

**CUSTOMER EXPERIENCE ADVOCATE / CUSTOMER RELATIONS AGENT** =========================================================== ### **Westbury Jeep Chrysler Dodge Ram \| VIP Automotive Group** **Westbury, NY** **Full\-Time \| Monday – Friday \| 9:00 AM – 6:00 PM** **$42,000 – $59,000 Per Year \| Based on Experience** ### **JOIN THE SERVICE TEAM AT WESTBURY JEEP!** **Westbury Jeep Chrysler Dodge Ram**, a proud member of the **VIP Automotive Group**, is seeking a **Customer Experience Advocate / Customer Relations Agent** to join our busy and growing **Automotive Service Department**. This is a customer\-focused position responsible for helping ensure every customer receives an exceptional experience from the moment they arrive for service through follow\-up after their visit. If you are a **customer service professional, service receptionist, customer relations representative, BDC representative, CSI representative, or automotive dealership professional** who enjoys working with people and building customer relationships, we want to hear from you! * **THE ROLE** As a **Customer Experience Advocate**, you will play a key role in **customer satisfaction, CSI performance, service follow\-up, customer retention, and overall dealership customer experience**. You will work closely with the **Service Department, Service Advisors, and Management Team** to identify customer needs, gather feedback, resolve concerns, and help create a positive and professional service experience. ### **ESSENTIAL DUTIES \& RESPONSIBILITIES** * Ensure **all service customers are contacted daily** regarding their customer experience and CSI. * Conduct **customer satisfaction and CSI follow\-up calls** following service visits. * Follow up with customers regarding completed repair orders and overall service experience. * Contact customers from **deposition and customer feedback reports** to gather information and identify opportunities for improvement. * Make **lease retention calls** to existing customers. * Conduct **unsold follow\-up calls** and assist with customer retention opportunities. * Greet and welcome customers entering the dealership's service department. * Direct customers to the appropriate **Service Advisor, waiting area, refreshments, or dealership resources**. * Help maintain a welcoming, professional, and customer\-friendly service environment. * Listen carefully to customer feedback and identify opportunities to improve their experience. * Escalate customer concerns to the appropriate **Service Manager or dealership management** when necessary. * Organize and participate in **CSI / Customer Satisfaction meetings** with dealership staff and management. * Track customer feedback and assist management in identifying recurring customer service issues. * Support dealership goals for **CSI, customer retention, response rates, and fixed\-first\-visit performance**. * Work collaboratively with Service Advisors and other dealership departments. * Maintain a professional appearance and represent **Westbury Jeep and VIP Automotive Group** positively at all times. * Perform other duties as assigned by management. **CUSTOMER EXPERIENCE \& CSI GOALS** ------------------------------------ The Customer Experience Advocate helps support key **automotive service department performance goals**, including: * **Customer Satisfaction Index (CSI)** * Customer response rates * Customer retention * Service follow\-up * Fixed First Visit (FFV) * Customer communication * Lease retention * Unsold customer follow\-up * Service department customer experience **WHAT WE'RE LOOKING FOR** -------------------------- The ideal candidate is a **people person** who enjoys creating positive customer experiences and is comfortable communicating with customers by phone and in person. ### **Qualifications:** * Previous **customer service, automotive dealership, BDC, call center, receptionist, service department, or customer relations experience** preferred. * Excellent verbal and written communication skills. * Strong telephone and follow\-up skills. * Professional, friendly, and approachable personality. * Strong listening skills and the ability to ask effective questions. * Ability to handle customer concerns professionally and calmly. * Highly organized with strong attention to detail. * Ability to multitask in a **fast\-paced automotive dealership environment**. * Self\-motivated, dependable, and team\-oriented. * Comfortable making a high volume of customer follow\-up calls. * Strong computer and data\-entry skills. * Ability to maintain a professional business appearance. * A positive, **go\-getter attitude** and commitment to exceptional customer service. **WHY JOIN VIP AUTOMOTIVE GROUP?** ================================== **VIP Automotive Group** is known for exceptional leadership, a customer\-first culture, professional development, and opportunities for career advancement. Our mission is to **empower and engage our team to deliver an exceptional automotive experience with our valued customers in a fulfilling environment.** ### **Benefits Include:** * Medical \& Dental Insurance * Vision Benefits * 401(k) Retirement Plan with Company Match * Paid Time Off * Vacation, Sick \& Personal Days * Paid Holidays * Life \& Disability Insurance * Employee Vehicle, Parts \& Service Discounts * Employee \& Family/Friends Discount Programs * Recognition Programs \& Annual Awards * Professional Development \& Training * Career Advancement Opportunities **BUILD YOUR CAREER WITH WESTBURY JEEP!** ----------------------------------------- If you have experience in **customer service, automotive service, CSI, BDC, customer relations, service reception, call center operations, or dealership customer experience**, this is an excellent opportunity to join a growing automotive organization. **Apply today for the Customer Experience Advocate / Customer Relations Agent position at Westbury Jeep Chrysler Dodge Ram and become part of the VIP Automotive Group team!**