Customer Experience Advocate The Lonestar Truck Group and TAG Truck Centers have built an excellent reputation within the heavy truck industry. Much of the success can be attributed to our employees who share a common vision: A hassle free, value added transaction for every customer every time. As a Customer Experience Advocate, you'll own the post-sale relationship for a portfolio of fleet accounts and act as the customer's advocate inside our dealership. You'll help keep trucks on the road, help fleets get the most from Detroit's digital tools, and move relationships from reactive support to proactive partnership.
What You'll Do:- Coordinate breakdown resolution, expediting parts and repairs to minimize downtime
- Manage escalations for your accounts using our tiered process, keeping customers updated through resolution
- Work with Service, Parts, Sales, Warranty, and the Solutions Center to solve uptime issues
- Onboard new fleet customers and train their teams on DTNA digital tools (Detroit Connect, Virtual Technician, Service Tracker, Excelerator, and more)
- Lead quarterly and annual account reviews covering uptime, breakdown trends, and tool usage
- Communicate recalls, campaigns, and service bulletins and track completion
- Build relationships through site visits and ride-alongs, and capture customer feedback to drive improvement
- Keep accurate records in our CX system and provide updates via SlackWhat You Bring
- Customer-first mindset and calm under pressure
- Ability to juggle multiple accounts and escalations at once
- Working knowledge of heavy-duty truck operations and service
- Comfort with dashboards and data (Tableau or similar)
- Strong written and verbal communication
- Organized, detail-oriented, and self-directed
- Preferred 3-5 years in customer success, account management, service, or operations, ideally in trucking, heavy equipment, or a dealership
- Familiarity with DTNA platform tools
- Microsoft Office and SlackValid driver's license
Travel:
Travel to customer and dealership sites is required and may be extensive at times. We offer competitive benefits including a 401k program with company match, Medical, Prescription, Dental & Vision insurance, company paid Life insurance, Short and Long Term Disability insurance, Paid Time Off, and a strong commitment to training. We are an Equal Opportunity Employer. Pre-employment drug testing/background check will help assure that we build a diverse team of people who can best work with others and serve our customer needs.
