Customer Experience Specialist

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

Qualifications

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