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The Customer Quality Specialist plays a crucial role in ensuring customer service excellence within our organization. This role involves effective communication with customer advocates and cross-functional collaboration to continuously improve customer satisfaction. In addition, it includes analyzing processes, administering satisfaction surveys, and developing action plans to optimize the customer experience and ensure efficient flow across all touch points.
Key Responsibilities- Communicate regularly with customer champions and build partnerships cross-functionally across our organization.
- Understand our processes and apply this towards analysis and recommendations.
- Administer satisfaction surveys.
- Collect and analyze data related to customer satisfaction to identify trends, areas for improvement, and growth opportunities.
- Develop and monitor action plans for customer satisfaction improvement by retailer, looking for opportunities to continuously improve.
- Create a structured and efficient process for customer service, from the first interaction to problem resolution, ensuring a consistent and quality experience.
- Assure proper flow to satisfy customers' requirements at every point of contact.
- Design and provide training and development programs for customer service staff to improve their skills and ensure exceptional service.
- Maintain customer satisfaction index rating.
- Knowledge of dealership operation related to customer satisfaction.
- Strong presentation, facilitation, persuasion, and motivational skills.
- Capability to work independently as well as part of a team, fostering a collaborative environment.
- High personal level of ethics.
- Strong PC skills to perform daily work (e.g., Office products, computer hardware, additional software).
- Strong problem-solving abilities and an initiative-taking approach to issue resolution.
- Effectively plan, coordinate, and document daily scheduling of retailer visits, investigations, and activities.
- Push for continuous improvement and search for new and innovative solutions.
