Automotive Customer Experience Specialist

Customer Experience Specialist

Midland MI

Quick Snapshot

• Job Type: Full-time

• Pay: $50000 - $65000 per year (Overtime & Monthly Bonus)

• Role Type: Hospitality / Logistics / Financial Coordination

• Benefits: Medical Dental Vision and 401(k)

About Midland Ford Lincoln

At Midland Ford Lincoln we believe that luxury isnt just about the vehicles we sellits about the experience we provide. We treat every guest with personalized attention and five-star hospitality. We are looking for a Customer Experience Specialist who understands that the little things make a big difference and who can manage the complex logistics of our modern service department with precision and grace.

Job Description: The Heart of the House

This is a high-visibility hybrid role where you serve as the face of the dealership and the air-traffic controller for our remote service operations. You will balance the white glove hospitality of a front-desk concierge with the technical logistics of a Mobile Service Coordinator. From processing financial transactions and managing the switchboard to dispatching mobile technicians and optimizing service routes you ensure every customer journey is seamless.

Job Type

• Full-time

Pay: Rewarding Efficiency and Hospitality

• Pay: $50000 - $65000 per year (Overtime & Monthly Bonus)

Work Requirements

• Active Drivers License with a clean driving record is required.

• Ability to commute to Midland MI.

• Ability to pass a background check and drug screening.

• Previous experience in hospitality luxury retail or high-volume administrative roles.

What Youll Own (Responsibilities)

• Mobile Service Coordination: Take incoming requests determine if repairs are within mobile scope and utilize route optimization to schedule and dispatch our mobile service units.

• Financial Precision: Calculate customer bills using the dealership system; process cash checks and credit card payments; and accurately record amounts on repair orders.

• The Warm Welcome: Operate the switchboard and greet guests with professional friendly communication striving to minimize hold times and direct callers to the proper department.

• Logistics & Parts: Coordinate with the Parts Department to ensure mobile units are loaded with necessary parts for repairs and ensure unused parts are returned to inventory.

• Conflict Management: Handle customer complaints diplomatically referring guests to the appropriate manager for resolution when necessary.

• Administrative Support: Assist managers with various clerical duties prioritize tasks by importance and maintain a professional organized workspace.

Who You Are (Qualifications)

• Logistically Minded: You have a natural ability to prioritize tasks and move between duties based on shifting priorities.

• Financial Integrity: You are meticulous with numbers making change accurately and ensuring all receipts are issued correctly.

• Customer Focused: You have the business acumen to explain procedures and follow up with customers in a timely professional manner.

• Adaptable: You are a dependable people leader who stays calm under pressure in a fast-paced environment.

• Tech-Savvy: Familiarity with Ford/Lincoln diagnostic schedules and dealership DMS software is a major plus.

Why Join Midland Ford Lincoln

• Innovative Role: Lead the charge in our expanding Mobile Service programthe future of the industry.

• Luxury Environment: Work in a clean state-of-the-art facility that values luxury brand standards.

• Professional Growth: This role provides deep insight into sales service and parts operations offering a clear path for career advancement.

• Community Culture: Join a team that is deeply rooted in the Midland community and treats its employees like family.

Benefits

• Medical Insurance

• Dental Insurance

• Vision Insurance

• 401(k) Retirement Plan

• Paid Time Off (PTO)

• Employee vehicle purchase and service discounts

Equal Opportunity Employer Statement

Midland Ford Lincoln is committed to providing equal employment opportunities to all employees and applicants for employment. We do not tolerate discrimination or harassment of any kind based on any protected characteristic as defined by federal state or local law.