Customer Experience Specialist — In-Office Support

Napleton Automotive Group; Northern (KY); Hybrid; USD 42,000 - 52,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k)

Paid Vacation

Paid Sick Time

Paid Training

Employee Discounts

Growth Opportunities

Job summary

Ed Napleton Automotive Group is seeking a Customer Care Specialist to be the primary contact for customers before and after service appointments. You will verify details, support the reminder process, and ensure a smooth experience via phone, email, and text.

Based in Oakbrook Terrace, IL, this full-time in-office role offers competitive pay, medical/dental/vision insurance, 401(k), paid vacation and sick time, paid training, and growth opportunities within a large automotive group.

Qualifications

• 2+ years of customer service experience across retail, hospitality, or related fields
• 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 per 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

Relationship-building

Problem-solving

Detail-oriented

Time management

Calm under pressure

Telephone etiquette

Active listening

Data entry

Job description

Ed Napleton Automotive Group is seeking a Customer Care Specialist to be the primary contact for customers before and after service appointments. You will verify details, support the reminder process, and ensure a smooth experience via phone, email, and text.

Based in Oakbrook Terrace, IL, this full-time in-office role offers competitive pay, medical/dental/vision insurance, 401(k), paid vacation and sick time, paid training, and growth opportunities within a large automotive group.