Customer Relation Specialist

Description

The Pedder Automotive Group was founded in 2008 by Owner David Pedder. The family owned and operated dealer group has 7 dealerships in Southern California, representing Nissan, Hyundai, Chrysler, Dodge, Jeep and Ram brands. The seven (8) locations are – Pedder Nissan, Raceway Nissan, Temecula Nissan, Hemet CDJR, Lake Elsinore CDJR, Pedder Hyundai of Poway, Pedder CDR+J of Poway, and Pedder Hyundai of Moreno Valley.

We pride ourselves in having a great work environment that translates to a great customer service experience.

Position Summary

The Customer Relations Specialist plays a key role in delivering an exceptional ownership experience after a customer purchases a vehicle. This position serves as the primary point of contact for post-sale customer support, helping to ensure satisfaction, resolve concerns, and strengthen long-term customer relationships.

Working closely with the General Manager, Sales Managers, and dealership team, the Customer Relations Specialist supports customer experience initiatives, drives customer satisfaction performance, and helps create a positive and memorable dealership experience.

Essential Duties and Responsibilities

• Conduct follow-up communications with customers after vehicle purchases to ensure satisfaction.
• Support dealership and manufacturer customer satisfaction survey goals.
• Address customer concerns promptly and professionally, coordinating resolutions with appropriate departments.
• Monitor customer feedback, online reviews, manufacturer alerts, and customer satisfaction metrics.
• Coordinate and track due bills, outstanding commitments, and customer requests.
• Maintain accurate records of customer interactions and communications.
• Respond to customer inquiries via phone, text message, and email.
• Collaborate with dealership leadership and team members to enhance the overall customer experience.
• Identify opportunities to improve customer retention and satisfaction.
• Assist with customer experience initiatives, special projects, and dealership objectives.
• Perform additional administrative and customer service duties as assigned.

Qualifications

• Previous experience in customer service, hospitality, administration, automotive retail, or a related field preferred.
• Excellent verbal and written communication skills.
• Strong interpersonal and relationship-building abilities.
• Exceptional organizational skills and attention to detail.
• Ability to handle customer concerns professionally and effectively.
• Ability to multitask and prioritize in a fast-paced environment.
• Basic computer proficiency and the ability to learn dealership software systems.
• Self-motivated with the ability to work independently and as part of a team.

Physical Requirements

• Ability to sit, stand, and work at a computer for extended periods.
• Ability to communicate effectively in person, by telephone, and through electronic communication methods.
• Ability to occasionally move throughout the dealership to assist customers and team members.

Compensation & Benefits

Compensation includes a competitive base plus performance-based incentives tied to customer satisfaction and survey performance.

Eligible employees may also participate in available company benefit programs, Our Auto Group is proud to offer a comprehensive benefit package including:

• Medical
• Dental
• Vision
• Paid Time Off
• Several Supplemental Insurance Offerings
• Life Insurance
• Local Discount Programs
• Employee Assistance Program
• 401(K)