Customer Experience Specialist- based in Charlotte or Greensboro

Other Jobs To Apply

No other job posts for this day.

Summary
The Customer Experience Specialist role supports the customer care culture, possesses a passion for customers and an understanding of the customers’ needs and requirements. Additionally, this role also grows and nurtures the retail customer at Carolina Cat.
You will partner with business leaders to develop and deploy strategies and tactics to address critical organizational and talent issues. The Specialist will assist in reviewing the dealership processes, collecting and documenting customer feedback, and helps operational departments use this information to develop new service offerings and improve the delivery experiences.
The Customer Experience Specialist is responsible for retail related sales processes and standards across the dealership to ensure a positive customer experience and increase customer loyalty. They will help develop marketing and promotional initiatives to effectively reach target customers and drive walk-in traffic.
The Customer Experience Specialist will be responsible for partnering with Marketing and lines of business to develop and implement learning solutions, facilitate in-person and virtual classes, rate employees on their ability to deliver quality customer experience, and leverage metrics to find and implement improvement areas.
Essential Functions
  • Identify and assist in the development of current and future customer experience training needs through needs assessment and customer insights.
  • Monitor and score live customer interactions to improve employees’ ability to deliver an excellent customer experience.
  • Delivers timely coaching and feedback to managers and employees to enhance performance and for continuous development.
  • Assess and define parameters for delivering and measuring learning and customer experience; continually review opportunities for improvement and provide insights to establish metrics for success. Examples of these metrics include, but are not limited to, customer satisfaction rates, loyalty scores, retention, and referrals.
  • Facilitate virtual and classroom interactive learning events, train-the-trainer programs, etc. to develop the knowledge, skills, and abilities of our employees.
  • Identify and assist in the implementation of program improvements, tools, and technologies to enhance processes for learning execution.
  • Visit branch locations monthly to ensure Retail is being implemented at the branch.
  • Conduct yearly audit of the Retail Assessment with Caterpillar.
  • Engage branch leadership and dealership employees when retail changes need to be implemented or added.
  • Manage and track the retail marketing budget from Caterpillar and provide results driven growth with given funds.
  • Ensure the Sales Development and Inside Sales has provided quotes and machine pricing at the branches for display.
  • Partner with Marketing Department in development and execution of marketing plans.
  • Ensure the Retail Carolina Cat guide is always updated with the latest retail information to support retail goals and growth.
  • Other duties as assigned.
Supervisory Responsibilities
This job has no supervisory responsibilities.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualifying individuals to perform the essential functions.
Education and/or Experience
  • Bachelor’s degree in business or related field or equivalent experience required.
  • 3+ years of progressive Customer Service or Operations experience in a related industry strongly preferred.
  • Bilingual preferred; at a minimum the ability to understand and to make oneself understood to Spanish speakers.
  • Proven track record of deploying Business solutions both on premise and cloud platforms that enable business objectives and goals.
  • Strong program and project management skills.
  • Excellent group facilitation, consultation, and employee coaching skills.
  • Experience in customer-centric organizations.
  • Understands the adult learning process and able to put it into practice.
  • Approximately 15% travel to various locations in the Southeast.
Computer Skills
Must have a substantive command of technology, e-learning authoring tools and MS Office required.
Workplace Requirements
The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical Demands
While performing the duties of this Job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is frequently required to sit. The employee must frequently lift, carry, push, pull and /or otherwise move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.
Work Environment
While performing the duties of this Job, depending on site location, the employee may be exposed to moving mechanical parts and equipment. The employee may occasionally be exposed to high, precarious places, fumes or airborne particles; outside weather conditions and vibration. The employee may occasionally be exposed to wet and/or humid conditions; toxic or caustic chemicals; extreme cold; extreme heat and risk of electrical shock. The noise level in some work environments is occasionally loud.
Back to blog

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...