Customer Experience & Retention Specialist (Automotive)

BELLAMY STRICKLAND CHEVROLET GMC; McDonough (GA); On-site; USD 45,000 - 60,000; Full time

Job summary

BELLAMY STRICKLAND CHEVROLET GMC in McDonough, GA is seeking a Customer Experience Specialist to enhance post-sale ownership through proactive follow-up and ensuring enrollment in GM programs. You will be the primary contact after delivery, helping improve satisfaction and strengthen relationships.

You will perform daily 9:00 AM–6:30 PM shifts, conduct next-day and 7-day follow-ups, support OnStar enrollment, register customers in the GM App, and guide them to GM Rewards while documenting

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.

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.

Skills

Customer service

Communication

Organization

Time management

Outbound follow-up calls

CRM systems

Multitasking

GM product knowledge

Tools

eLead CRM

CRM software

Job description

BELLAMY STRICKLAND CHEVROLET GMC in McDonough, GA is seeking a Customer Experience Specialist to enhance post-sale ownership through proactive follow-up and ensuring enrollment in GM programs. You will be the primary contact after delivery, helping improve satisfaction and strengthen relationships.

You will perform daily 9:00 AM–6:30 PM shifts, conduct next-day and 7-day follow-ups, support OnStar enrollment, register customers in the GM App, and guide them to GM Rewards while documenting