Automotive Customer Experience Specialist

Customer Experience Specialist Midland, MI Quick Snapshot Job Type: Full-time Pay: $50,000 - $65,000 per year (Overtime & Monthly Bonus) Role Type: Hospitality / Logistics / Financial Coordination Benefits: Medical, Dental, Vision, and 401(k) About Midland Ford Lincoln At Midland Ford Lincoln, we believe that luxury isn't just about the vehicles we sell—it’s about the experience we provide. We treat every guest with personalized attention and five-star hospitality. We are looking for a Customer Experience Specialist who understands that the "little things" make a big difference and who can manage the complex logistics of our modern service department with precision and grace. Job Description: The Heart of the House This is a high-visibility, hybrid role where you serve as the face of the dealership and the air-traffic controller for our remote service operations. You will balance the "white glove" hospitality of a front-desk concierge with the technical logistics of a Mobile Service Coordinator. From processing financial transactions and managing the switchboard to dispatching mobile technicians and optimizing service routes, you ensure every customer journey is seamless. Job Type Full-time Pay: Rewarding Efficiency and Hospitality Pay: $50,000 - $65,000 per year (Overtime & Monthly Bonus) Work Requirements Active Driver’s License with a clean driving record is required. Ability to commute to Midland, MI. Ability to pass a background check and drug screening. Previous experience in hospitality, luxury retail, or high-volume administrative roles. What You’ll Own (Responsibilities) Mobile Service Coordination: Take incoming requests, determine if repairs are within mobile scope, and utilize route optimization to schedule and dispatch our mobile service units. Financial Precision: Calculate customer bills using the dealership system; process cash, checks, and credit card payments; and accurately record amounts on repair orders. The Warm Welcome: Operate the switchboard and greet guests with professional, friendly communication, striving to minimize hold times and direct callers to the proper department. Logistics & Parts: Coordinate with the Parts Department to ensure mobile units are loaded with necessary parts for repairs and ensure unused parts are returned to inventory. Conflict Management: Handle customer complaints diplomatically, referring guests to the appropriate manager for resolution when necessary. Administrative Support: Assist managers with various clerical duties, prioritize tasks by importance, and maintain a professional, organized workspace. Who You Are (Qualifications) Logistically Minded: You have a natural ability to prioritize tasks and move between duties based on shifting priorities. Financial Integrity: You are meticulous with numbers, making change accurately and ensuring all receipts are issued correctly. Customer Focused: You have the "business acumen" to explain procedures and follow up with customers in a timely, professional manner. Adaptable: You are a dependable "people leader" who stays calm under pressure in a fast-paced environment. Tech-Savvy: Familiarity with Ford/Lincoln diagnostic schedules and dealership DMS software is a major plus. Why Join Midland Ford Lincoln? Innovative Role: Lead the charge in our expanding Mobile Service program—the future of the industry. Luxury Environment: Work in a clean, state-of-the-art facility that values luxury brand standards. Professional Growth: This role provides deep insight into sales, service, and parts operations, offering a clear path for career advancement. Community Culture: Join a team that is deeply rooted in the Midland community and treats its employees like family. Benefits Medical Insurance Dental Insurance Vision Insurance 401(k) Retirement Plan Paid Time Off (PTO) Employee vehicle purchase and service discounts Equal Opportunity Employer Statement Midland Ford Lincoln is committed to providing equal employment opportunities to all employees and applicants for employment. We do not tolerate discrimination or harassment of any kind based on any protected characteristic as defined by federal, state, or local law.