Customer Experience Specialist (Service Business Development Center)

Do you thrive on creating exceptional customer experiences and building lasting relationships?

At Berlin City Auto Group, every outstanding service experience begins with the first conversation. We're looking for a customer-focused, relationship-driven Customer Experience Specialist to join our growing Service Business Development Center in Portland, Maine.

In this role, you'll do much more than answer phones—you'll serve as a trusted first point of contact for our customers, helping them schedule vehicle service, answering questions, and ensuring every interaction reflects the exceptional customer experience Berlin City is known for.

No automotive experience is necessary—if you bring a customer service mindset, we'll provide training, tools, and career development to help you succeed.

Starting Pay: $18.00–$20.00 per hour, based on experience + a Performance Bonus of up to $125 per week

Why You'll Love Working Here:

• Paid training with ongoing coaching and professional development
• No automotive experience required—we invest in your success
• A career path with opportunities to advance into leadership, service advising, management, and other dealership roles
• Gain experience using modern CRM platforms, scheduling software, and dealership technology that will strengthen your professional skill set
• Competitive hourly pay plus weekly performance bonuses
• Paid time off that begins accruing on your first day
• Comprehensive benefits package including medical, dental, vision, life, and disability insurance
• 401(k) with employer contribution
• Health & Wellness reimbursement of up to $75 per month
• Employee discounts
• Recognition programs that celebrate outstanding customer service and high performance
• A collaborative, team-oriented culture where your ideas and contributions matter

Position Overview:

As a Customer Experience Specialist, you'll play an essential role in delivering an exceptional customer experience before customers even arrive at the dealership.

You'll build meaningful relationships with customers over the phone, through email, and via text, helping them schedule vehicle service, answer questions, and ensuring they feel informed, valued, and confident throughout the service process.

Your professionalism, communication skills, and ability to anticipate customer needs directly contribute to customer satisfaction, customer loyalty, and the continued success of our service department. Rather than simply scheduling appointments, you'll help create a seamless, personalized experience that keeps customers coming back.

This is an excellent opportunity for professionals with backgrounds in customer service, hospitality, healthcare, banking, retail, customer success, or administrative support who enjoy building relationships and making a positive impact every day.

What You'll Do:

• Deliver an exceptional customer experience during every interaction by phone, email, text, and online.
• Serve as a trusted first point of contact by listening to customer needs and providing personalized solutions.
• Build strong relationships with current and future service customers through proactive communication and follow-up.
• Answer incoming Service Department calls promptly and professionally while creating positive first impressions.
• Schedule service appointments efficiently while maximizing convenience for customers.
• Communicate with customers using their preferred method, including phone, text, and email.
• Follow up with customers to confirm appointments, answer questions, and ensure a seamless service experience.
• Partner closely with the Service Department to provide a consistent, high-quality customer experience from start to finish.
• Maintain accurate customer information within the CRM system to support effective communication and follow-up.
• Resolve customer questions with empathy, professionalism, and urgency.
• Continuously looks for opportunities to exceed customer expectations and strengthen long-term customer relationships.

Who You Are:

We're looking for someone who:

• Is passionate about delivering exceptional customer experiences.
• Naturally builds rapport and enjoys connecting with people.
• Has excellent verbal and written communication skills.
• Maintains a positive, professional attitude while