Customer Success Associate leading client engagement and satisfaction for nebulaONE. Collaborating across teams to address client needs and promote product value.
About the role
- Customer Satisfaction Representative enhancing customer experience while acting as a liaison between dealership and customers at Driveway. Focused on satisfaction improvement with strong communication skills required.
Responsibilities
- Lead customer satisfaction improvement initiatives at assigned store(s).
- Act as a liaison between the dealership and customers, ensuring their concerns are communicated and addressed.
- Develop and implement continuous improvement plans to enhance customer satisfaction.
- Follow up with customers within 48 hours to ensure their satisfaction.
- Track and trend customer concerns and survey scores using the FreshDesk Omni Program.
- Collaborate with the Reputation and Brand Team on reviews and social media sentiment.
- Develop processes for handling Better Business Bureau reviews and coordinate with dealership staff for comprehensive resolutions.
Requirements
- Attention to detail and sense of urgency.
- Strong communication skills.
- Warranty Claims or Collections experience highly preferred.
- Basic computer skills.
- Team player with a positive attitude.
- High School graduate or equivalent, 18 years or older required.
Benefits
- Competitive pay
- Medical, Dental and Vision Plans
- Paid Holidays & PTO
- Short and Long-Term Disability
- Paid Life Insurance
- 401(k) Retirement Plan
- Employee Stock Purchase Plan
- Lithia Learning Center
- Vehicle Purchase Discounts
- Wellness Programs
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