Customer Experience (CXI) Specialist

Are you a Harley-Davidson enthusiast who loves to help others enjoy the Harley Davidson experience? This could be the job for you!

Our revolutionary sales process is all about creating a better motorcycle buying experience for all of our customers. This position will focus on the relationship management of our customers and the seamless flow of our sales process. Communication is the key ingredient to success and this position is focused on the detail of communication and follow-up. When issues arise, proper follow up, resolution and follow through are critical to preserving the purchase experience, and this position is central to that effort. The overarching goal of this position is to deliver on our WIG which is to “fulfill dreams by delivering a premium customer experience creating customers for life.”

Come join a proven sales leader! The home of a great brand, opportunities and a fun place to work! We are staffing up for a record season, training and increasing our inventory.

This is your opportunity to join one of the most dynamic and fastest growing Harley-Davidson dealer groups in the USA!

Key Result Areas:

Driving the H-DMC CXI Dealership Scores.

Responsible for developing and maintaining the customer relationship.

Monitors daily customer feedback via multiple systems (CXI, Survey Monkey, eLeads, Lightspeed).

Monitors and manages online reputation (Google Reviews, Yelp, Yellow Pages, BBB, etc.)

Delivers structured complaint resolution process.

Drives customer feedback efforts, making calls, emails, texts, and other communications as directed.

Working closely with department managers and general managers to deliver on our WIG.

Major Duties and Responsibilities:

Review CXI surveys and monitor alerts on daily basis, throughout the day.

Review and monitor Survey Monkey alerts on a daily basis, throughout the day.

Review and monitor online reputation review sites on a daily basis, throughout the day.

Review Sales Log, CSI Call Back Log, and eLeads, for overdue activities on a daily basis.

Follow up with customer experience issues and complaints, adhering to our dealership complaint resolution process (Complaint Forms, Complaint Log, Teamwork).

Follow up with Customers to drive CXI surveys.

Share stories of success as well as feedback for improvement with management and personnel.

Analyze reporting result scores and identify strengths and opportunities and address these.

Other duties as directed by the general management.

Qualifications:

Customer experience background

Call center experience

Good with computer and the ability to learn customer management relationship software

Benefits:

Employee Discounts

Paid Training

401K with Company Match

Medical, Dental, and Vision Insurance

Voluntary Term Life, Short and Long-Term Disability

Accident, Hospital, Critical Illness and Cancer Insurance

Flexible Spending Account

Legal Shield and Identity Theft Shield

If you wish to be part of the BEST, please email us your resume today!