Customer Experience Specialist Role Description The Customer Experience Specialist is responsible for enhancing the customer ownership experience through consistent post-sale follow-up and ensuring customers are successfully enrolled in GM programs. This role serves as a primary point of contact after vehicle delivery, helping improve customer satisfaction, strengthen customer relationships, and support dealership performance objectives. Key Responsibilities • Conduct next-day customer follow-up calls after vehicle delivery. • Conduct 7-day customer follow-up calls to ensure customer satisfaction. • Monitor and support Customer Satisfaction Index (CSI) performance. • Assist customers with OnStar enrollment and activation. • Set up the GM App and ensure customers are successfully registered. • Enroll customers in GM Rewards. • Document all customer interactions and follow-up activities in eLead CRM. • Identify customer concerns and communicate them to management for prompt resolution. • Maintain consistent communication throughout the customer’s initial ownership experience. • Support customer retention initiatives and long-term customer loyalty. • Maintain a thorough understanding of GM programs, OnStar, the GM App, and GM Rewards. • Work closely with Sales, Finance, and Management to ensure a seamless customer experience. Qualifications • Previous automotive dealership experience strongly preferred. • Excellent customer service and communication skills. • Strong organizational and time management skills. • Comfortable making outbound customer follow-up calls. • Proficient with computers and CRM systems; eLead experience preferred. • Working knowledge of GM products, OnStar, the GM App, and GM Rewards preferred. • Ability to multitask and stay organized in a fast-paced dealership environment. • Positive, professional attitude with a strong commitment to customer satisfaction. Schedule • 9:00 AM–6:30 PM • Occasional later evenings may be required based on dealership and customer needs. Compensation • Hourly pay plus commission. • Estimated annual compensation: $45,000–$60,000, based on performance and dealership retail volume.