Stellantis Mopar Service, Parts & Customer Care Organization is currently seeking a highly skilled Customer Experience Specialist to join the Technical Service Organization team at Mopar Headquarters in Auburn Hills, Michigan.
Job Description
Stellantis Mopar Service, Parts & Customer Care Organization is currently seeking a highly skilled Customer Experience Specialist focused on improving Fixed First Visit (FFV) and other customer satisfaction results on internal surveys to join the Technical Service Organization team at Mopar Headquarters, in Auburn Hills, Michigan.
The Customer Experience Specialist position is responsible for reviewing and analyzing surveys to identify areas where dealer performance is impacting customer satisfaction, to identify dealers that need assistance to improve performance, and working with selected dealers, as well as Field Operations personnel, to effect improvement. Written and verbal communication skills are critical. Ability to analyze survey data, including the use of text analytics and AI tools is preferred.
Duties Include
- Reviewing internal surveys received after Customer Pay or Warranty repair events
- Use of multiple analytics tools (Qlik, Palantir, XM Qualtics, CoPilot)
- Use of JD Power Live app with external survey results to confirm proper focus
- Target Dealer Selection based on FFV performance, survey volume, and Field Operation input
- Assess Dealer Specific Gaps - “True” root causes
- Create Dealer Specific & Prioritized Action Plan
- Follow Up Reviews of Action Plan and survey results
Basic Qualifications
- Bachelor's degree
- 3+ years of experience with JD Power &/or internal customer satisfaction surveys
- Proficient in MS Office 365 - including CoPilot AI
- Must be able to build presentations and deliver to groups
- Ability to deal effectively with a wide range of dealership personnel and field operations staff
Preferred Qualifications
- 5+ years of experience with JD Power &/or internal customer satisfaction surveys
- Proficient in CoPilot AI
Our Benefits — Designed With You In Mind
Comprehensive Health & Well-being Coverage
From your very first day, you’ll have access to medical, dental, vision, and prescription drug coverage — ensuring you and your family stay healthy and protected. Also, our Employee Assistance Program (EAP) offers confidential support for personal and professional challenges, always ready when you need it.
Family Building Benefit
We proudly support all paths to parenthood- including fertility and infertility treatments, adoption services, and gestational surrogacy.
Generous Paid Time Off
We believe in work-life balance. That’s why we offer: 17+ paid holidays, including shut-down from December 24th through New Years Day every year. Vacation, float & wellbeing days, sick time and fully paid parental leave when your family needs you most.
Competitive Retirement Savings Plans
We Help You Plan For The Future With
- An employer match on contributions to your 401k, Roth, and Catch-Up plans
- An employer contribution, even if you don’t contribute
Income Protection & Insurance Options
Benefit from both employer-provided and voluntary plan offerings, including life insurance, group accident, critical illness, etc. - supporting the needs of you and your family and ensuring peace of mind.
Company Vehicle Lease Program
Eligible employees and their immediate families can participate in the company vehicle lease program, providing access to Stellantis vehicles with insurance, maintenance, and unlimited miles included. Plus, take advantage of exclusive discounts on Stellantis products.
Support for Your Growth and Giving Back
We believe in investing in your future and your passions:
- Tuition reimbursement
- Student loan refinancing programs
- 18 paid volunteer hours each year to make a difference in your community
And so much more!
When you join us, you’re not just building a career — you’re joining a company that supports you, inside and outside of work.
At Stellantis, we assess candidates based on qualifications, merit, and business needs. We welcome applications from all people without regard to sex, age, ethnicity, nationality, religion, sexual orientation, disability, or any characteristic protected by law. We believe that diverse teams reflect our identity as a global company, enabling us to better address the evolving needs of our customers and care for our future.
EOE / Disability / VeteranAt Stellantis, we assess candidates based on qualifications, merit and business needs. We welcome applications from people of all gender identities, age, ethnicity, nationality, religion, sexual orientation and disability. Diverse teams will allow us to better meet the evolving needs of our customers and care for our future.
