As a Communication Specialist Lead, you take ownership of customer experience beyond daily tasks, ensuring smooth operations and higher customer satisfaction.
What You’ll Learn & Develop:
✅ Advanced Customer Retention Strategies – Conducting CSI (Customer Satisfaction Index) follow-ups to enhance service experience.
✅ Service Recovery & Resolution Skills – Handling missed appointments and assisting customers with unresolved concerns.
✅ Strategic Thinking & Initiative – Managing service leads, Lincoln-specific customer inquiries, and optimizing scheduling.
✅ Technical & Industry Knowledge – Gaining deeper insight into service processes and customer retention strategies.
Key Responsibilities:
- Conduct CSI follow-up calls to ensure high customer satisfaction.
- Oversee service leads and missed appointment lists
- Begin Ford University advisor training to deepen dealership and service knowledge.
💡 At this level, you are preparing for a role that requires a deeper understanding of dealership operations and customer experience management. Master these skills, and you’ll be ready to advance to Level 3.
