Job Details

Customer Satisfaction Representative

Dealership: L0397 Driveway Home Office Driveway is where car buying and selling meets conveniencewith no haggling, no pressure, and no leaving your couch. We're the digital retail arm of Lithia & Driveway (LAD) and we're on a mission to make car ownership easy, transparent, and enjoyable. Backed by a network of nearly 300 dealerships across the U.S, Driveway blends the best of tech and human touch to deliver a smarter, smoother experience. We're big on innovation, big on people, and always driving forward. Come ride with us!

The Customer Satisfaction Representative is responsible for ensuring the highest level of customer satisfaction at our stores by assisting with the customer and communicating the concern to the dealership. The Customer Relations Representative reports to Senior Customer Relations Representative. Location: Medford, OR Pay: $40,000-$60,000 annually

Responsibilities:

• Lead customer satisfaction improvement process to assigned store(s) to assure our customer's perspective comes first.
• Serve as a liaison between the dealership and the customer.
• Develop continuous improvement plans for assigned store(s), by documenting observations, this will keep all team members actively thinking about our customers.
• Follows up with all customers within 48 hours to ensure customer satisfaction.
• Trend and track all customer concerns, surveys, scores for each store in our Freshdesk Omni Program.
• Collaborate with Reputation and Brand Team on reviews and negative Social Media sentiment pertaining to the Lithia Corporate accounts.
• Develop a process for the handling of Better Business reviews and coordinate with dealership staff to ensure comprehensive resolution of all BBB reviews.

Skills and Qualifications:

• Strong attention to detail
• Sense of urgency
• Excellent communication
• Basic computer skills

Competencies:

• Does the right thing, takes action and adapts to change
• Self-motivates, believes in accountability, focuses on results, makes plans and follows through
• Believes in humility, shares best practices, desires to keep learning, measures performance and adapts to improve results
• Thrives on a team, stays positive, lives our values

We offer best in class industry benefits:

• Competitive pay
• Medical, Dental and Vision Plans
• Paid Holidays & PTO
• Short and Long-Term Disability
• Paid Life Insurance
• 401(k) Retirement Plan
• Employee Stock Purchase Plan
• Lithia Learning Center
• Vehicle Purchase Discounts
• Wellness Programs

Physical Demands:

• Up to 1/3 of time: standing, walking, lifting up to 25 pounds
• Up to 2/3 of time: sitting, kneeling, reaching, talking, hearing

Reasonable accommodations may be made to enable individuals to perform the essential functions. This is not necessarily an exhaustive list of responsibilities, skills, or working conditions associated with the job. While this list is intended to be an accurate reflection of the current job, the company reserves the right to revise the functions and duties of the job or to require that additional or different tasks be performed. High School graduate or equivalent, 18 years or older required. Acceptable driving record and a valid driver's license in your state of residence necessary for select roles. We are a drug free workplace. We are committed to equal employment opportunity (regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, disability, gender identity or Veteran status). We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.