Customer Experience Specialist
Core
Front-door customer experience coordinator triaging inbound contacts across phone, SMS, email, and chat to route them to specialized teams (Sales, Purchasing, F&I, Title & Registration) while ensuring fast, qualified handoffs and accurate CRM records.
Role type
Customer Experience Resource Coordinator (High-volume inbound support)
Builds
Integrated AI-native used EV dealership operations
Domain
Automotive / Electric Vehicles / Direct-to-Consumer Retail
Deliverable
Production customer support workflows & handoffs
Required skills
Inbound contact triage, CRM management, scripted live introductions, customer qualification, data literacy, multi-channel communication, follow-up cadences, issue escalation
Preferred skills
Automotive or dealership background, high-growth startup experience, knowledge of vehicle title/registration processes
Technologies
HubSpot, Salesforce, dialer systems
Responsibilities
Respond to all inbound customer communication across phone, SMS, email, and chat; qualify customer needs and scrub spam; route customers to the correct destination team the first time; execute standardized handoffs with CRM context passes; guide customers through the EV buying/selling process; re-engage cold and dormant contacts; escalate brand-threatening issues early; maintain accurate CRM records; surface lead quality patterns to leadership; refine scripts and routing logic
Seniority
Mid-level, hands-on IC