Experienced Customer Satisfaction Representative – Leading Customer-Centric Initiatives and Driving Exceptional Customer Experiences at blithequark

Introduction to blithequark At blithequark, we are revolutionizing the way customers interact with our brand, and we're looking for a highly skilled and dedicated Customer Satisfaction Representative to join our team. As a forward-thinking, tech-embracing, and customer-centric organization, we are passionate about imparting knowledge, sharing enjoyment, and meeting our customers wherever they are. Our mission is to transform the car ownership experience, inspiring a new generation of car owners to own the road on their terms. If you're a customer-focused individual with a passion for delivering exceptional experiences, we want to hear from you. Job Overview As a Customer Satisfaction Representative at blithequark, you will play a vital role in leading customer satisfaction improvement processes, serving as the key liaison between our dealership and customers. Your primary focus will be on ensuring our customers' perspectives come first, following up with them to ensure their concerns are addressed and resolved promptly. You will be responsible for developing and implementing continuous improvement plans to enhance customer satisfaction, tracking and trending customer concerns and survey scores, and collaborating with our Reputation and Brand Team on reviews and social media sentiment. Key Responsibilities Lead customer satisfaction improvement initiatives at assigned store(s), ensuring that customer concerns are communicated and addressed in a timely and effective manner. Act as a liaison between the dealership and customers, providing exceptional customer service and ensuring that customer feedback is used to drive business improvements. Develop and implement continuous improvement plans to enhance customer satisfaction, using data and customer feedback to inform decision-making. Follow up with customers within 48 hours to ensure their satisfaction, resolving any concerns or issues promptly and professionally. Track and trend customer concerns and survey scores using the FreshDesk Omni Program, analyzing data to identify areas for improvement and developing strategies to address them. Collaborate with the Reputation and Brand Team on reviews and social media sentiment, ensuring that customer feedback is used to enhance our online reputation and inform business decisions. Develop processes for handling Better Business Bureau reviews and coordinate with dealership staff for comprehensive resolutions, ensuring that customer concerns are addressed and resolved in a timely and effective manner. Essential Qualifications To be successful in this role, you will need to possess the following essential qualifications: Attention to detail and a sense of urgency, with the ability to prioritize tasks and manage multiple projects simultaneously. Strong communication skills, with the ability to effectively communicate with customers, colleagues, and management. Warranty Claims or Collections experience is highly preferred, although not essential. Basic computer skills, with the ability to use software applications such as FreshDesk Omni Program. A team player with a positive attitude, who is able to work collaboratively with others to achieve business objectives. Preferred Qualifications In addition to the essential qualifications, the following preferred qualifications will be highly regarded: Previous experience in a customer-facing role, with a proven track record of delivering exceptional customer experiences. Knowledge of the automotive industry, with an understanding of the car ownership experience and the needs of car owners. Experience with customer satisfaction improvement initiatives, with a proven ability to develop and implement effective strategies to enhance customer satisfaction. Skills and Competencies To be successful in this role, you will need to possess the following skills and competencies: Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and colleagues. Strong problem-solving and analytical skills, with the ability to analyze data and develop effective solutions to customer concerns. A customer-centric approach, with a focus on delivering exceptional customer experiences and driving business growth through customer satisfaction. Able to work in a fast-paced environment, with the ability to prioritize tasks and manage multiple projects simultaneously. Career Growth Opportunities and Learning Benefits At blithequark, we are committed to the growth and development of our employees, providing opportunities for career advancement and professional development. As a Customer Satisfaction Representative, you will have access to training and development programs, designed to enhance your skills and knowledge and support your career growth. You will also have the opportunity to work with a talented and dedicated team, who are passionate about delivering exceptional customer experiences and driving business success. Work Environment and Company Culture At blithequark, we pride ourselves on our positive and supportive work environment, where employees are valued and respected. Our company culture is built on a foundation of customer-centricity, innovation, and teamwork, with a focus on delivering exceptional customer experiences and driving business growth. We offer a range of benefits and perks, designed to support the well-being and success of our employees, including competitive pay, medical, dental, and vision plans, paid holidays and PTO, short and long-term disability, paid life insurance, and a 401(k) plan. Compensation, Perks, and Benefits We offer a competitive salary range of $20.00-$22.00 per hour, depending on experience, as well as a range of benefits and perks, including: Competitive pay Medical, dental, and vision plans Paid holidays and PTO Short and long-term disability Paid life insurance 401(k) plan Employee stock purchase plan Wellness programs Conclusion If you're a customer-focused individual with a passion for delivering exceptional experiences, we want to hear from you. As a Customer Satisfaction Representative at blithequark, you will have the opportunity to make a real difference in the lives of our customers, while also growing and developing your career. With a competitive salary, comprehensive benefits package, and a supportive work environment, this is an opportunity not to be missed. Apply today and start your journey with blithequark! Apply for this job