BDC Customer Experience Specialist - BMW of El Cajon

Sunroad Automotive Group; El Cajon (CA); On-site; USD 40,000 - 55,000; Full time

Benefits offered by this job

Medical Insurance

401k (with Employer match)

Vehicle Purchase Discount Program

Job summary

Sunroad Automotive Group is looking for a Customer Experience Specialist for BMW of El Cajon. This role is focused on enhancing customer satisfaction by gathering feedback, analyzing data, and implementing strategies to improve service experiences.

The ideal candidate will have strong communication skills, experience in customer service, and proficiency in customer management systems. Employee benefits include medical insurance, 401k with employer match, and vehicle purchase discounts.

Qualifications

• 1-3 years of experience in customer service, preferably in an automotive setting.
• Strong communication and interpersonal skills.
• Proficiency in customer management systems.

Responsibilities

• Engage with customers post-service to gather feedback.
• Analyze CSI data to identify service improvement areas.
• Collaborate with service advisors to enhance experiences.

Skills

Communication skills

Problem-solving skills

Interpersonal skills

Multitasking

Customer service

Education

Associate’s or Bachelor’s degree in Business or Communications

Tools

Customer management systems

Dealership software

Job description

BDC Customer Experience Specialist - BMW of El Cajon

Job Description

Posted Thursday, March 19, 2026 at 10:00 AM

Customer Experience Specialist - BMW of El Cajon

Non-Exempt

Job Summary:

The Customer Experience Specialist is responsible for enhancing customer satisfaction and loyalty by monitoring, analyzing, and improving the service experience. This role focuses on engaging with customers, gathering feedback, addressing concerns, and implementing strategies to improve the dealership’s Customer Satisfaction Index (CSI) scores.

Essential Functions:

• Engage with customers post-service to gather feedback and assess satisfaction levels.
• Analyze CSI data and identify areas for service improvement.
• Collaborate with service advisors and management to enhance customer experiences.
• Address and resolve customer concerns to ensure a positive outcome.
• Develop and implement strategies to boost CSI scores and customer retention.
• Assist in training staff on best practices for customer engagement and satisfaction.
• Maintain accurate records of customer interactions and feedback.
• Support service team operations to ensure a seamless customer experience.
• Maintain satisfactory attendance.
• Performs other related duties as assigned.

Supervisory Responsibilities:

• None.

Qualifications:

Minimum Qualifications:

• 1-3 years of experience in customer service, preferably in an automotive or dealership setting.
• Strong communication, interpersonal, and problem‑solving skills.
• Proficiency in customer management systems and dealership software.
• Ability to multitask and work in a fast‑paced environment.
• Ability to lift up to 15 pounds.
• Ability to perform all essential functions of the job description.

Preferred Qualifications:

• Associate’s or Bachelor’s degree in Business, Communications, or a related field.
• 3 plus years of customer service experience, preferably in an automotive dealership or service department.
• Experience working with Customer Satisfaction Index (CSI) metrics and improvement strategies.
• Strong knowledge of dealership management software and customer relationship management (CRM) systems.
• Proven ability to handle customer concerns and improve overall satisfaction.
• Knowledge of CSI metrics and customer satisfaction improvement strategies.
• Excellent problem‑solving and conflict‑resolution abilities.
• Enthusiasm for improving customer experiences and driving positive outcomes.

Physical Demands:

• Frequently stands, walks, sits; uses hands; frequently reaches with hands and arms; frequently talks and hears.
• Occasionally climbs or balances; occasionally stoops, kneels, crouches, squats or crawls; occasionally lifts up to 15 pounds.
• Prolonged periods sitting at a desk and working on a computer.
• Office setting, typically within the service department at a dealership.
• Climate controlled.
• Noise level is moderate.

Employee Benefits Include:

• Medical Insurance
• Vision Insurance
• Employer Paid Life Insurance
• Employer Paid AD&D
• 401k (with Employer match)
• Vacation Package
• Tenure recognition and awards
• Vehicle Purchase Discount Program
• Vehicle Service Discount Program
• Golf Benefits at Maderas Golf Club (subject to qualification)

If you receive an offer of employment, it will be a conditional offer contingent on the successful completion of a pre‑employment drug screen and background check.

Sunroad is committed to providing reasonable accommodations to qualified individuals with disabilities to ensure equal employment opportunities and access to all programs, services, and activities. If you require accommodations to participate in the application process or to perform the essential functions of the job, please contact the HR Department to discuss your needs confidentially. We will work with you to identify appropriate accommodations based on your specific circumstances and in compliance with applicable laws.

We are an Equal Opportunity Employer (M/F/D/V) and maintain a drug‑free workplace.

Sunroad is an Equal Employment opportunity and Aff… (the long EEO statement)