Customer Experience Specialist

Job summary

The Customer Experience Specialist serves as the first point of contact for customers, ensuring a welcoming experience and addressing inquiries. They support service reception operations and provide administrative assistance across multiple departments.

Job details

Company Description At Wayne Toyota, we are invested in our dedicated team of professionals and take pride in providing outstanding products and services to our customers. The Customer Care Specialist (CES) serves as a key customer-facing role within the dealership and is often the first point of contact for customers, visitors, and callers. This position is responsible for delivering an exceptional customer experience by greeting customers, supporting service reception operations, and providing administrative assistance across multiple departments. Main Responsibilities CUSTOMER SERVICE & GUEST EXPERIENCE Serve as the first point of contact for customers, visitors, and callers, creating a welcoming and professional experience. Assist customers by identifying their needs and connecting them with the appropriate department or team member. Address customer inquiries and concerns in a courteous, timely, and professional manner. Maintain a positive customer experience throughout all interactions. SERVICE RECEPTION Support the service check-in process, including gathering customer and vehicle information. Complete vehicle walkarounds and inspections in accordance with dealership standards. Whenever possible, perform the vehicle walkaround with the customer present, documenting and verbally identifying any existing damage or concerns during the video inspection. Communicate all findings, customer concerns, and potential repair opportunities to the Service Advisor. Accurately document customer concerns, requested services, and appointment details. ADMINISTRATIVE SUPPORT Maintain accurate customer records and dealership documentation. Provide administrative support to Service, Sales, Parts, Financial Services, and Accounting departments as required. Assist with customer communication, dealership programs, and other operational initiatives. Contribute to the organization and upkeep of customer-facing areas and dealership systems. PROFESSIONAL DEVELOPMENT & TEAM SUPPORT Participate in required training and ongoing professional development. Follow dealership policies, procedures, and safety standards. Work collaboratively with team members to support dealership goals and deliver exceptional customer experiences. Perform other duties as assigned Qualifications & Requirements Minimum 1 year of customer service experience. High School Diploma or equivalent preferred. Strong communication and interpersonal skills. Proficiency with computer systems and office software. Experience with Google Workspace is considered an asset. Must be at least 18 years of age. Valid Class G Driver's Licence. Satisfactory driver's abstract with no major convictions. Clear criminal background check. Core Values Friendly and respectful communicator with customers and team members. Maintains a positive, solution-focused approach to customer service and problem resolution. Self-motivated with an ability to work independently in a fast-paced environment. Builds trust through professional and consistent customer interactions. Strong team player who contributes to a seamless and consistent customer experience across departments. Reliable and accountable on following through on commitments and responsibilities. Committed to continuous improvement in service quality, processes, and customer What We Offer Friendly, professional environment Competitive compensation plan Extended health care Disability insurance Dental care Life insurance Employee assistance program Company events On-site parking Store discount Uniform Allowance Hiring Manager - careers@waynetoyota.com

What you’ll do

The Customer Experience Specialist serves as the first point of contact for customers, ensuring a welcoming experience and addressing inquiries. They support service reception operations and provide administrative assistance across multiple departments.

Requirements

Candidates should have a minimum of 1 year of customer service experience and a high school diploma or equivalent is preferred. Strong communication skills and proficiency with computer systems are essential for this role.

Benefits

• Extended Health Care • Disability Insurance • Dental Care • Life Insurance • Employee Assistance Program • Company Events • On-site Parking • Store Discount • Uniform Allowance

Listed skills

• Customer service · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer Service
• Communication
• Interpersonal Skills
• Administrative Support
• Problem Resolution
• Team Collaboration
• Attention to Detail
• Time Management
• Computer Proficiency
• Google Workspace
• Professionalism
• Reliability
• Self-Motivation
• Customer Experience
• Service Reception
• Documentation

Job areas

• Customer Service & Support
• Administrative
• Sales
• Retail
• Hospitality