Customer Experience Specialist

The Customer Relations & Social Media Specialist plays a vital role in delivering a refined, personalized customer experience consistent with a luxury automotive brand. This position serves as a key ambassador for the dealership, managing high-touch customer interactions while curating a polished and engaging social media presence. The ideal candidate is professional, detail-oriented, and experienced in delivering white-glove service both in person and online.

Key Responsibilities: Customer Relations (Luxury Experience)

• Serve as a primary point of contact for luxury clients via phone, email, text, in-person, and digital platforms
• Deliver a concierge-level customer experience before, during, and after vehicle purchase or service visits
• Manage and resolve client concerns with discretion, urgency, and professionalism
• Coordinate closely with sales consultants, service advisors, and management to ensure seamless client experiences
• Conduct personalized follow-ups post-sale and post-service to strengthen long-term client relationships
• Maintain accurate and confidential client records in the CRM system
• Assist with appointment scheduling, VIP services, special requests, and recall or warranty communications
• Support customer satisfaction, retention, and brand-loyalty initiatives

Social Media & Brand Presence

• Manage and monitor luxury brand social media accounts (Instagram, Facebook, TikTok, etc.)
• Create and publish high-quality, on-brand content showcasing vehicles, dealership culture, events, and lifestyle elements
• Respond to direct messages, comments, and online reviews with a polished, brand-appropriate voice
• Monitor online reputation and escalate sensitive or high-priority matters to leadership
• Collaborate with sales and marketing teams to promote new models, limited editions, special events, and campaigns
• Ensure all social content aligns with OEM brand standards and compliance guidelines
• Track engagement metrics and provide performance insights to management

Qualifications

• 2+ years of customer relations, hospitality, luxury retail, or automotive experience
• Experience managing social media accounts for a brand or business
• Exceptional written and verbal communication skills
• Strong attention to detail and a high level of professionalism
• Proficiency with CRM systems, social media platforms, and basic content tools

Preferred Skills & Attributes

• Background in luxury automotive, hospitality, or premium retail environments
• Strong interpersonal skills with the ability to build trust and long-term client relationships
• Discretion and confidentiality when handling high-profile or VIP clients
• Basic photography or video skills for social media content

Work Environment

• Luxury dealership
• May require evenings, weekends, and event coverage to support client and social media needs

Job Type: Full-time

Pay: From $12.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person