Lincoln Customer Experience Coordinator

Customer Experience Coordinator

The Customer Experience Coordinator (CEC) plays a key role in ensuring every Fairway Ford/Lincoln guest enjoys a World-Class purchase experience. This position bridges the handoff between Sales and Ownership, providing customers with a seamless, informative, and engaging introduction to the Fairway family and our vehicle ownership experience.

Primary Responsibilities

• Warm Handoff & Greeting:
  Meet customers at the point of purchase, following their agreement to buy a vehicle. Provide a warm, professional introduction and explain your role as their Customer Experience Coordinator—dedicated to making their purchase experience exceptional.
• Orientation & Process Overview:
  Sit down with the customer to explain the next steps in the purchase process and highlight how the CEC supports a smooth, first-class experience from start to finish.
• Department Introductions:
  Introduce customers to key departments, including Parts, Service, and the Remote Experience Team. Explain the Ford Pass or Lincoln Way app activation process and how customers can utilize Rewards Points toward accessories and/or services.
• App Activation & Setup:
  Assist customers in activating their Ford Pass Rewards or Lincoln Access Rewards account. Help them schedule their first service appointment through the app and select Fairway Ford/Lincoln as their preferred dealer.
• Connected Services Overview:
  Introduce Connected Services options, explain their benefits and features, and review trial and extended subscription options. Educate customers on how to maximize their in-vehicle digital experience and build awareness of connected vehicle products and services.
• Customer Satisfaction Survey:
  Discuss the importance of the post-purchase survey customers will receive from Ford or Lincoln. Encourage a "Perfect 5" response by ensuring the customer's experience exceeds expectations.
• Follow-Up Communication:
  Schedule a follow-up task in the CRM to contact the customer the day after purchase. Confirm that their experience met Fairway's World-Class standards and address any remaining questions or needs.

Requirements

2 years Previous Experience in customer relations