Customer Experience & Care Specialist

Napleton Auto Group; Illinois; On-site; USD 42,000 - 52,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401k

Paid vacation

Paid training

Growth opportunities

Vehicle discounts

Job summary

Ed Napleton Automotive Group is seeking a Customer Care Specialist to be the first point of contact for customers before and after service appointments. You will verify needs, confirm details, and guide customers through the reminder process to ensure a smooth experience.

You will follow up after visits, handle inquiries, and assist with administrative tasks, while meeting CSI goals. This role offers strong growth opportunities within a family-owned, multi-brand dealer group.

Qualifications

• 2+ years of retail, restaurant, hospitality or customer service experience.
• Outstanding customer service and relationship-building skills.
• Strong problem-solving and conflict-resolution abilities.
• Attention to detail and accuracy.
• Effective time management and prioritization.
• Ability to remain calm under pressure.
• Strong telephone etiquette and active listening skills.
• Basic computer and data entry proficiency.
• 18+ years of age or older to comply with company driving policy

Responsibilities

• Answer incoming calls (return calls), emails & text messages in a timely manner
• Confirm appointment details
• Follow up with customers after service visits to ensure satisfaction & address any concerns
• Handle customer complaints with professionalism and elevate issues when appropriate
• Coordinate with Service Advisors when needed & for any/all follow-up appointments
• Meet customer satisfaction (CSI) goals and departmental performance metrics
• Assist with administrative tasks as needed
• Responsible for a minimum of 80-100 outbound calls per day

Skills

Customer service

Problem solving

Attention to detail

Time management

Calm under pressure

Phone etiquette

Active listening

Data entry

Communication skills

Job description

Ed Napleton Automotive Group is seeking a Customer Care Specialist to be the first point of contact for customers before and after service appointments. You will verify needs, confirm details, and guide customers through the reminder process to ensure a smooth experience.

You will follow up after visits, handle inquiries, and assist with administrative tasks, while meeting CSI goals. This role offers strong growth opportunities within a family-owned, multi-brand dealer group.