Customer Experience Representative

Description

Position Summary 

The Customer Experience Representative serves as the primary point of contact for Vantage Mobility customers, delivering exceptional customer experience that reflects our mission of improving lives through mobility solutions. This role partners with customers, dealers, and internal teams to resolve inquiries, coordinate service needs, and ensure every customer interaction is handled with professionalism, empathy, and efficiency. 

The ideal candidate is a proactive communicator, skilled problem-solver, and customer-focused professional who thrives in a fast-paced environment and is committed to creating positive outcomes for every customer. 

Requirements

Key Responsibilities:

• Serve as the primary liaison between customers, dealers, and internal departments to ensure timely and effective resolution of inquiries and service requests.  
• Respond promptly and professionally to customer phone calls, emails, and online inquiries.  
• Accurately document customer interactions, service requests, and case updates within the CRM system.  
• Coordinate with Sales, Technical Support, Logistics, Production, and other departments to resolve customer concerns efficiently.  
• Proactively monitor open cases and follow up with customers to ensure timely resolution and overall satisfaction.  
• Educate customers and dealers on product features, maintenance requirements, warranty coverage, and available service programs.  
• Escalate complex customer concerns to management or technical specialists when appropriate.  
• Identify recurring customer issues and recommend process improvements to enhance the overall customer experience.  
• Maintain a high level of professionalism while building trust and long-term relationships with customers and dealer partners. 

Education:  

• High school diploma or GED required; some college coursework or degree preferred. 

Experience: 

• 2+ years of experience in customer service, call center, or technical support role (automotive or manufacturing industry experience a plus). 
• Prior experience using CRM systems such as Salesforce, Zendesk, or similar platforms preferred. 

Skills & Abilities:

• Excellent verbal and written communication skills.  
• Strong customer service, conflict resolution, and problem-solving abilities.  
• Exceptional organizational skills with strong attention to detail.  
• Ability to manage multiple priorities in a fast-paced environment.  
• Proficient with Microsoft Office Suite and web-based software applications.  
• Self-motivated with the ability to work independently and collaboratively.  
• Positive attitude with a customer-first mindset. 

Core Competencies:

• Customer Focus – Consistently delivers outstanding service and exceeds customer expectations.  
• Empathy – Demonstrates patience, compassion, and understanding during every interaction.  
• Accountability – Takes ownership of customer concerns and follows through to resolution.  
• Communication – Clearly and professionally communicates information across all levels.  
• Collaboration – Works effectively with cross-functional teams to achieve the best customer outcomes.  
• Adaptability – Adjusts quickly to changing priorities while maintaining service excellence.  
• Continuous Improvement – Identifies opportunities to improve processes, efficiency, and the overall customer experience. 

Closing Statement:

This summary is not an all-inclusive description of job duties.  Other job duties and responsibilities may also be assigned by the incumbent’s supervisor at any time based upon Company need. 

Vantage Mobility is an equal opportunity employer (m/f/d/v). We?recruit, employ, train, compensate, and promote without regard to race, religion, creed, color, national origin, age, gender, sexual orientation, gender identity, marital status, disability, veteran status, or any other basis protected by applicable federal, state, or local law. 

Vantage Mobility is an equal employment/affirmative action employer. If you need accommodation for any part of the employment process, including completion of the application, because of a disability, please call (602) 304-3288 to let us know the nature of your request.