Lincoln Customer Experience Coordinator
About this role
Description
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 FordPass or LincolnWay app activation process and how customers can utilize Rewards Points toward accessories and/or services.
App Activation & Setup: Assist customers in activating their FordPass 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.
Important Note
Requirements
2 years Previous Experience in customer relations
Company at a glance
We are Fairway Automotive Group, proudly serving the Upstate since 1966. Family-owned and operated in Greenville, SC, our mission is to lead with honesty, sincerity, and respect while building lifelong customer relationships through sales and service.
Fairway Ford | fairwayford.com | 2323 Laurens Rd, Greenville, SC
Fairway Ford offers new Ford models such as the Super Duty, F-150, Expedition, Explorer, Fusion, and Mustang, plus a wide selection of pre-owned vehicles. Our award-winning service center and genuine Ford parts keep your vehicle running at its best. We also provide Ford commercial vehicles to keep business fleets moving and a brand-new Pro Elite commercial service center.
Fairway Lincoln | fairwaylincoln.com | 2323 Laurens Rd, Greenville, SC
Fairway Lincoln features luxury models including the Navigator, Aviator, Nautilus, and Corsair, along with certified pre-owned options. Our Lincoln service center is dedicated to keeping your vehicle performing at its peak.
Fairway Subaru | fairwaysubarusc.com | 2209 Laurens Rd, Greenville, SC
Fairway Subaru offers new models like the Ascent, Forester, Outback, Crosstrek, and WRX, as well as pre-owned vehicles. Our service team keeps your Subaru ready for every adventure, and our parts center supplies genuine Subaru accessories.
Fairway Auto Body | fairwayauto.com | 723 Keith Dr, Greenville, SC
Fairway Auto Body is the certified collision center for Ford, Lincoln, Subaru, GM, and BMW. From dents to full repairs, our experts restore all makes and models to like-new condition.
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