CUSTOMER EXPERIENCE ADVOCATE / CUSTOMER RELATIONS AGENT

VIP Automotive Group; Village of Westbury (NY); Hybrid; USD 42,000 - 59,000; Full time

Benefits offered by this job

Medical & Dental Insurance

401(k) Retirement Plan with Company M

Paid Time Off

Vacation, Sick & Personal Days

Paid Holidays

Life & Disability Insurance

Employee Vehicle, Parts & Service Dis

Employee & Family/Friends Discount Pro

Job summary

Westbury Jeep Chrysler Dodge Ram, part of VIP Automotive Group, is seeking a Customer Experience Advocate to guide customers from service arrival through post-visit follow-up. You will partner with the Service Department and management to ensure a professional, customer-first experience.

As a key contributor to CSI, retention, and service satisfaction, you will contact customers daily, address concerns, and support continuous improvement across the dealership’s service operations.

Qualifications

• 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.

Responsibilities

• Ensure all service customers are contacted daily regarding their customer experience and CSI.
• Conduct customer satisfaction and CSI follow-up calls after service visits.
• Follow up with customers regarding completed repair orders and overall service experience.
• Contact customers from deposition and feedback reports to gather information and identify improvements.
• Make lease retention calls to existing customers.
• Conduct unsold follow-up calls and assist with retention opportunities.
• Greet and welcome customers entering the service department.
• Direct customers to the appropriate Service Advisor, waiting area, refreshments, or resources.
• Maintain a welcoming, professional service environment.
• Listen to feedback and identify opportunities to improve the experience.
• Escalate concerns to Service Manager or management when necessary.
• Organize CSI / Customer Satisfaction meetings with staff and management.
• Track feedback and aid management in identifying recurring issues.
• Support goals for CSI, customer retention, response rates, and FFV.

Skills

Excellent verbal and written comms

Strong telephone and follow-up skills

Professional, friendly, approachable

Strong listening & questioning

Handle customer concerns calmly

Highly organized with detail

Multitask in fast-paced dealership

Self-motivated and team-oriented

High-volume follow-up calls

Strong computer & data-entry

Professional business appearance

Go-getter attitude and customer focus

Job description

CUSTOMER EXPERIENCE ADVOCATE / CUSTOMER RELATIONS AGENT

Full Time Westbury, NY, US

19 days ago Requisition ID: 1748

Salary Range: $42,000.00 To $59,000.00 Annually

Westbury Jeep Chrysler Dodge Ram | VIP Automotive Group

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!

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.

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.

The Customer Experience Advocate helps support key automotive service department performance goals, including:

• Customer Satisfaction Index (CSI)
• Customer response rates
• Service follow-up
• Fixed First Visit (FFV)
• Customer communication
• Lease retention

Qualifications:

• 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.

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
• 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

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.