Customer Experience Specialist

Job Description

Salary:

The Customer Experience Specialist (also known as CX Specialist) plays a crucial role in ensuring exceptional customer interactions within an auto shop.

1. Tracking Customer Experience

-The CX Specialist monitors customer interactions across various channels, including online platforms, offline touchpoints, and different devices.

-The CX Specialist keeps a close eye on how customers engage with the auto shop, identifying pain points and areas for improvement.

2. Collaborating with Internal Teams

-The CX Specialist works closely with all team members in the auto shop such as service manager, VA and all Technicians.

-The goal of the CX Specialist is to enhance customer services and boost grand awareness by aligning customer experience strategies with overall marketing initiatives.

3. Customer Query Handling

-The CX Specialist promptly responds to customer queries via phone, email, social media, and all digital applications.

-The CX Specialist's effective communication ensures that customers receive accurate information and feel valued.

4. Feedback Analysis and Reporting

-The CX Specialist analyzes feedback related to existing programs, potential new approaches and overall experiences.

-The CX Specialist enters data and generates reports then analyzes the progress of the auto shop and makes adjustments for continuous improvement.

5. Product Testing and Evaluation

-The CX Specialist evaluates after-sales and support services, ensuring that customers receive top-notch assistance

-The CX Specialist is constantly evaluation the quality of the work performed and driving for the utmost quality

6. Documenting Process

-The CX Specialist documents technical issues, customer compliments and customer complaints

-This documentation helps track trends and informs decision-making

7. Staying Informed

-The CX Specialist keeps up with industry trends and stays knowledgeable about new Customer Relationship Management (CRM) technologies.