Customer Satisfaction Rep

Dealership: L0397 Driveway Home Office Lithia&Driveway The Customer Relations Representative is responsible for ensuring the highest level of customer satisfaction at our stores by assisting with the Customer and communicate the concern to the dealership. The Customer Relations Representative reports to Senior Customer Relations Representative. Responsibilities Lead customer satisfaction improvement process to assigned store(s) to assure our customer’s perspective comes first. Serve as a liaison between the dealership and the customer. Develop continuous improvement plans for assigned store(s), by documenting observations, this will keep all team members actively thinking about our customers. Follows up with all customers within 48 hours to ensure customer satisfaction. Trend and track all customer concerns, surveys, scores for each store in our FreshDesk Omni Program. Collaborate with Reputation and Brand Team on reviews and negative Social Media sentiment pertaining to the Lithia Corporate accounts. Develop a process for the handling of Better Business reviews and coordinate with dealership staff to ensure comprehensive resolution of all BBB reviews. Skills and Qualifications Strong attention to detail Sense of urgency Excellent communication Basic computer skills Competencies Does the right thing, takes action and adapts to change Self-motivates, believes in accountability, focuses on results, makes plans and follows through Believes in humility, shares best practices, desires to keep learning, measures performance and adapts to improve results Thrives on a team, stays positive, lives our values Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.* Up to 1/3 of time: standing, walking, lifting up to 25 pounds Up to 2/3 of time: sitting, kneeling, reaching, talking, hearing *Reasonable accommodations may be made to enable individuals to perform the essential functions. NOTE: This is not necessarily an exhaustive list of responsibilities, skills, or working conditions associated with the job. While this list is intended to be an accurate reflection of the current job, the company reserves the right to revise the functions and duties of the job or to require that additional or different tasks be performed. We offer best in class industry 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 High School graduate or equivalent, 18 years or older required. Acceptable driving record and a valid driver's license in your state of residence necessary for select roles. We are a drug free workplace. We are committed to equal employment opportunity (regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status). We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. At Lithia & Driveway, our people are the heart of our organization, and providing a great workplace for our high-performing teams is an essential part of fueling our success. With guidance from our mission, Growth powered by people, we have created the workplace we have today—one in which employees can thrive, strive, and succeed. Lithia Motors, Inc., is one of the nation's fastest-growing automotive retailers listed on the Fortune 500 (NYSE: LAD). With multiple groups and nearly 300 stores, an international market, and coast-to-coast service, we’re proud to foster opportunity and advancement options in our workplace. Our experienced teams and innovative ideas drive our success, and we’re looking for more talent to join us on the open road of achievement.