Customer Experience Specialist

Position Summary

Who We Are

Since 2007 Dealer-FX has transformed how automotive retailers manage their service operations and interact with consumers. Through advanced data integrations and mobile technology Dealer-FX streamlines processes and communication for automotive service departments while delivering convenience transparency and trust to consumers. Dealer-FX is a wholly owned subsidiary of Snap-on Incorporated (NYSE : SNA) which acquired Dealer-FX in 2021.

Dealer-FX has been serving automotive OEMs and dealerships for almost a decade. Dealer-FX is transforming how millions of consumers interact with automotive brands and their retailers. Our platform uses advanced data analysis and mobile applications to deliver convenience transparency and trust to consumers and increase efficiency profitability retention and brand loyalty to OEMs and dealers.

What we are looking for

At Dealer-FX we put our users first. The automotive service industry is fast-moving and were looking for Customer Experience Specialists who thrive in dynamic environments and care deeply about helping others. Youll be the first point of contact for our dealer partners solving problems answering questions and making sure every interaction builds trust.

In this role youll support customers across multiple channels including live chat email phone and in-app handling a wide range of product questions and service requests. Youll work within Zendesk to log triage and resolve tickets escalating when necessary and keeping customers informed along the way. Your ability to communicate clearly stay calm under pressure and guide users through solutions will be critical to both customer satisfaction and the success of our broader support strategy.

This is an existing vacant full time opportunity

Responsibilities

• Provide real-time support via live chat email phone and in-app channels.
• Troubleshoot and resolve common questions related to platform usage and workflows.
• Accurately log and triage tickets in Zendesk escalating as needed.
• Maintain awareness of current issues updates and known bugs.
• Communicate clearly professionally and empathetically with all users.
• Contribute to a high-performance support culture by meeting SLA CSAT and responsiveness targets.

Qualifications

Minimum qualifications :

Preferred qualifications :

Whats in it for you

Expected total compensation range : $50000 - $70000

No unsolicited agency referrals.

Dealer-FX is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race colour religion sex sexual orientation gender identity national origin disability or any other characteristic protected by law. Accommodation is available upon request for applicants with disabilities.

At Dealer-FX we may use artificial intelligence (AI) tools to support certain parts of our hiring process. These tools are designed to assist our recruitment and hiring teams but they never replace decisions made by real people. We take a human-first approach to hiring ensuring that your experience personality and potential are evaluated by peoplenot algorithms. All final hiring decisions are made by humans. If you would like more information about how your data is processed please contact us.

#LI-Hybrid

Required Experience :

IC

Key Skills

Design Engineering,Baan,Customer Service,Fund Management,ABAP,Elevator

Employment Type : Full-Time

Experience : years

Vacancy : 1

Monthly Salary Salary : 50000 - 70000