Stellantis Mopar Service, Parts & Customer Care Organization is currently seeking a highly skilled Customer Experience Specialist focused on improving Fixed First Visit (FFV) and other customer satisfaction results on internal surveys to join the Technical Service Organization team at Mopar Headquarters, in Auburn Hills, Michigan.
The Customer Experience Specialist position is responsible for reviewing and analyzing surveys to identify areas where dealer performance is impacting customer satisfaction, to identify dealers that need assistance to improve performance, and working with selected dealers, as well as Field Operations personnel, to effect improvement. Written and verbal communication skills are critical. Ability to analyze survey data, including the use of text analytics and AI tools is preferred.
Duties include:
Reviewing internal surveys received after Customer Pay or Warranty repair events
Use of multiple analytics tools (Qlik, Palantir, XM Qualtics, CoPilot)
Use of JD Power Live app with external survey results to confirm proper focus
Target Dealer Selection based on FFV performance, survey volume, and Field Operation input
Assess Dealer Specific Gaps - "True" root causes
Create Dealer Specific & Prioritized Action Plan
Follow Up Reviews of Action Plan and survey results
Basic qualifications:
Bachelor's degree
3+ years of related experience
Proficient in MS Office 365 - including CoPilot AI
Must be able to build presentations and deliver to groups
Ability to deal effectively with a wide range of dealership personnel and field operations staff
Preferred Qualifications:
2 years or more experience with JD Power &/or internal customer satisfaction surveys
Proficient in CoPilot AI
Salaried Employee Benefits (US, Non-Represented)
Health & Wellbeing
Comprehensive coverages encompassing the Physical, Mental, Emotional, and overall Wellbeing of our employees, including short- and long-term disability.
Compensation, Savings, and Retirement
Annual Incentive Plan (SAIP), 401k with Employer Match & Contribution (max 8%), SoFi Student Loan Refinancing.
Time Away from Work
Paid time includes company holidays, vacation, and Float/Wellbeing Days.
Family Benefits
12 Weeks paid Parental Leave, Domestic Partner Benefits, Family Building Benefit, Marketplace, Life/Disability and other Insurances.
Professional Growth
Annual training, tuition reimbursement and discounts, Business Resource & Intra-professional Groups.
Company Car & More
Comprehensive Company Car Program and Vehicle Discounts. Vehicle discounts include family and friends.
Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled.
