Job Title: Customer Experience Analyst
Location: Irvine, CA- Hybrid
Employment Type: [Contract]
Payrate: $35/hr
About the Role:
We are seeking a detail-oriented and driven Customer Experience Analyst to manage key performance indicators (KPIs) across dealer operations. This role will play a critical part in ensuring exceptional customer experiences and dealer compliance with brand standards.
Key Responsibilities:
Monitor and report on dealership facility standards, ensuring alignment with brand guidelines.
Evaluate and reinforce dealer staff competency in customer service and use of in-store digital tools (e.g., Digital 6, EV kits, touchscreen configurators).
Conduct annual internal surveys to assess dealership customer treatment and brand presentation.
Track satisfaction scores for all vehicles sold, providing actionable insights for dealer performance improvement.
Support the implementation and use of the "Apple Genius" tool to educate customers on vehicle features.
Lead the rollout and adoption of virtual reality (VR) tools for customer engagement.
Requirements:
Strong analytical skills and experience with performance metrics and KPI management.
Experience in dealership operations, customer experience, or retail support is preferred.
Tech-savvy, with familiarity in digital customer engagement tools and technologies.
Excellent communication skills; ability to provide clear feedback and training to dealer personnel.
Bilingual in Korean and English required.
All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county, to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.