Digital Experience Specialist

The Digital Experience Specialist is the first point of contact for every customer entering or returning to the Digital Retail journey and guides each customer from lead to scheduled deal consult. The specialist works assigned leads across phone, text, email, chat, and other approved digital channels, responds within the published speed-to-lead standard, qualifies customer needs, confirms vehicle selection, and presents the online price. The specialist then collects trade, financing, and delivery preferences, submits the deal to the Digital Experience Manager, presents the approved deal structure, and confirms the sale. When a customer needs support beyond the role's authority, the specialist hands the opportunity to the Digital Experience Manager with complete context. The specialist also carries customer feedback back to the desk to improve the deal process and customer experience.

Essential Responsibilities

Lead Response and Customer Engagement

• Respond to every assigned lead within the published speed-to-lead standard by phone, text, email, and chat.
• Complete approved outbound follow-up for new or inactive opportunities and re-engage customers who stall or leave the journey.
• Explain the Digital Retail process, answer routine questions, and help the customer return to the appropriate step in the self-serve workflow.
• Establish the next action and timing before ending each interaction.
• Follow approved scripts, consent requirements, communication workflows, and escalation steps.

Qualification and Deal Coordination

• Qualify customer needs, confirm vehicle selection, and present the online price.
• Collect trade, financing, and delivery preferences and submit the deal to the Digital Experience Manager.
• Present the approved deal structure to the customer and confirm the sale.
• Schedule and confirm the F&I consultation and the delivery or pickup.
• Assist with routine navigation involving account access, prequalification prompts, trade-information entry, document requests, and reservation steps.
• Relay customer feedback to the Digital Experience Manager to improve the deal process and customer experience.

Escalation, Systems, and Handoff Discipline

• Recognize signals that require Digital Experience Manager support, including negotiation, complex trade issues, payment objections, credit questions, identity failures, or detailed deal structure.
• Log every interaction and complete required tasks, notes, dispositions, and customer updates in the CRM, GPS, and other designated systems during the interaction.
• Use approved communication channels so customer activity and commitments remain visible to the full team.
• Create a complete handoff that states customer intent, completed steps, open questions, barriers, promises made, next action, and required timing; continue ownership until the receiving role accepts the handoff.
• Protect customer privacy and follow all communication, consent, documentation, and data-handling requirements.
• Maintain CSI, quality audit, and attendance standards.

Required Qualifications

• Two or more years of customer-facing experience in a phone, chat, contact center, hospitality, retail, or comparable high-volume service environment.
• Clear written, verbal, and digital communication skills.
• Comfort working across multiple systems while maintaining accurate notes and tasks.
• Ability to learn a multi-step customer journey, recognize escalation triggers, and follow structured workflows.
• Reliable follow-through, attention to detail, and ability to work assigned evenings or weekends based on store hours.

Preferred Qualifications

• Automotive lead-management, BDC, e-commerce, or digital retail experience.
• Experience with CRM, digital chat, text, telephony, or task-management platforms.
• Experience supporting customers through online purchasing, reservations, applications, or document collection.

Must be able to work rotating shifts including evenings (to 8pm) and rotating Saturday schedules.

Hourly rate- $22/Hourly.

Exciting Benefits and Perks Await You:

• Competitive compensation and 401k matching

• Enjoy a healthy work-life balance with insurance plans (health, dental, vision) and maternity benefits.

• Associate purchase and discount programs for new and pre-owned vehicles, services, parts, collision, accessories, and AutoGear

• Access amazing deals and discounts through YouDecide, a website with offers from top providers and retailers

• Join our DRVPNK mission to raise and donate millions of dollars to cancer research and treatment, partnering with cancer charities nationwide

AutoNation is one of the largest automotive retailers in the United States, offering innovative products, exceptional services, and comprehensive solutions, empowering our customers to make the best decisions for their needs. With a network of dealerships nationwide strengthened by a recognized brand, we offer a wide variety of new and used vehicles, customer financing, parts, and provide expert maintenance and repair services. Through DRV PNK, we have raised over $40 million for cancer-related causes, demonstrating our commitment to making a positive difference in the lives of our Associates, Customers, and the communities we serve.

AutoNation is committed to creating a diverse, equitable, and inclusive environment in our workplace and the services we provide. We welcome candidates from all backgrounds who are passionate about making a positive impact. Even if you do not meet every requirement, we encourage you to apply. Join our team and help us foster a culture of belonging while contributing to our revolutionary work in the automotive industry. We value innovation, teamwork, and a commitment to making a positive impact in the world.