Karma Automotive

  • Customer Experience Specialist

    Job ID
    2018-3198
    Department
    Exempt
  • Overview

    Karma Automotive creates expressive and beautiful luxury cars that are environmentally conscious.  We deliver them with personal attention to customers in the global marketplace.  Our customers expect high levels of personalization and customization and we intend to deliver on that promise. 

     

    The Customer Experience Specialist will respond to incoming messages from clients and partner companies. Contribute to developing strategies that will shape the department as the company launches its first production car.

    Responsibilities

    • Coordinate verbal and written outgoing customer communications
    • Handle incoming customer, prospect and enthusiast enquiries
    • Review and research inquiries to ensure accurate and effective responses, communicating with internal and external resources where needed, and resolving issues independently when possible
    • Document all inquiries and issues, providing adequate detail and history from beginning to end
    • Work with Aftersales teams to communicate vehicle issues to customers in a timely fashion, explaining remedies where required and resolving all associated customer issues
    • Measure incoming lead traffic and work with internal teams and Retailer partners to move these leads effectively through our system
    • Support process with regular calls to Retailers to discuss strategies and actions required for lead conversion
    • Effectively coordinate the internal CRM processes and systems
    • Work with the SAP and other internal teams to identify process improvements to our CRM system, develop project plans to address those improvements and manage solutions through to implementation
    • Develop KPIs and measure team effectiveness on an ongoing basis
    • Deliver reports showing key statistics relative to all forms of communication
    • Co-ordinate customer communications for all major sales-related event programs including Ride and Drives and customer appreciation events
    • Maintain the integrity of our customer database regardless of incoming channel

    Qualifications

     
     
    • Bachelor's Degree or higher
    • A minimum of two to four years of related experience in a customer service role.
    • Proficient PC Skills (Outlook, Excel, Word, PowerPoint, and relevant system software)
    • Experience working with luxury brands and high net worth clients preferred
    • Excellent interpersonal, oral and written communication skills, in particular display confidence in conversing with high net-worth individuals
    • Basic vehicle and automotive industry knowledge

     

    NO 3rd Parties, Principles Only, Please

     

    Come and join the great Karma Team, where you can make a career! Karma Automotive offers a complete benefits package including medical, dental, vision, life, STD, LTD; paid vacation, holidays and personal days; and a 401K with matching contributions. Relocation assistance is available.

     

    Karma Automotive LLC is an equal employment opportunity employer. We do not discriminate on the basis of gender, color, race, sexual orientation, marital status, pregnancy, national origin, age, religion, veteran status, genetic information, citizenship status or any other group protected by law. Karma Automotive LLC, complies with the Americans with Disabilities Act to ensure equal access to all qualified individuals with a disability. Valid driver’s license may be required based on essential duties.

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