Elite Truck Customer Experience Specialist Washington, NC · Full time Company website

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Since its inception, Elite Truck has experienced exponential growth in the automotive accessories market—especially within the commercial vehicle sector. Our rapid rise is fueled by relentless innovation, unwavering customer focus, and a drive to be the best in the industry. We've built a reputation for quality, performance, and service that continues to set us apart in a competitive landscape. At Elite Truck, you’ll join a passionate and high-performing team that’s pushing boundaries and redefining what’s possible in e-commerce and logistics. Our teammates aren’t just employees—they’re empowered contributors on a mission to build something extraordinary. We’re working together to craft a market-leading shopping experience, leveraging best-in-class technology, operations, and marketing to accelerate our expansion. Despite our ambitious goals and fast pace, we never lose sight of what matters: our people. We offer the benefits of a large corporation—including competitive health insurance, a 401(k) plan with company matching, paid time off (PTO), and more—while maintaining the agility, energy, and camaraderie of a start-up. Here, you'll find the perfect blend of stability and excitement. If you’re ready to grow your career alongside a company that’s going places—and have a lot of fun while doing it—Elite Truck is the place for you.

What You’ll Do

Customer Engagement:

• Conduct proactive follow-up calls and communications with customers after product delivery.
• Ensure customers are satisfied with their products and overall experience.
• Answer questions regarding installation, product operation, maintenance, and available resources.
• Build rapport with customers while representing the Elite Truck brand professionally.
• Create memorable customer interactions that encourage long-term loyalty.

Customer Advocacy:

• Identify customers experiencing concerns before they become escalated.
• Coordinate with Customer Support Specialists to ensure timely issue resolution.
• Act as the customer's advocate by communicating concerns internally.
• Follow through until customer issues have been resolved.

Voice of the Customer:

• Collect customer feedback regarding products, shipping, installation, and service.
• Document customer insights within company systems.
• Identify recurring themes and trends affecting customer satisfaction.
• Share recommendations with leadership for process improvements.
• Support customer satisfaction surveys and Voice of the Customer initiatives.

Relationship Building:

• Encourage customers to register products, subscribe to communications, and utilize available resources.
• Identify opportunities for additional products or accessories when appropriate without high-pressure selling.
• Encourage online reviews and testimonials from satisfied customers.
• Support referral initiatives and customer loyalty programs.

Cross-Functional Collaboration:

• Partner with Sales, Customer Support, Product Management, Marketing, Operations, and Shipping to resolve customer concerns.
• Communicate customer feedback that can improve products, processes, or customer communications.
• Assist in developing customer education materials and FAQs.

Documentation & Reporting:

• Maintain accurate records of customer interactions.
• Track callback completion rates and customer satisfaction metrics.
• Report recurring customer issues to leadership.
• Assist with departmental reporting and KPI tracking.

What We’re Looking For

Required:

• High school diploma or equivalent required. Associate's or Bachelor's degree preferred
• 2+ years of customer service, customer support, hospitality, or customer success experience preferred
• Exceptional verbal and written communication skills
• Strong interpersonal and relationship-building abilities
• Excellent active listening skills
• Professional phone presence
• Strong organizational and time management skills
• Comfortable learning technical products
• Ability to handle multiple priorities simultaneously
• Proficiency in Google Suite and CRM/customer service software

Preferred:

• E-commerce customer service
• Automotive or truck accessory industry
• Customer Success or Customer Experience programs
• Survey and feedback management
• CRM systems
• Gorgias, Salesforce, HubSpot, or similar platforms

Key Skills & Competencies

The ideal candidate demonstrates:

• Empathy
• Positive attitude
• Emotional intelligence
• Problem-solving
• Initiative
• Adaptability
• Professionalism
• Accountability
• Attention to detail
• Strong communication
• Customer-first mindset

Working at Elite Truck

We offer a competitive and evolving compensation and benefits structure designed to support both professional growth and personal well-being. These include:

• High-impact role supporting customer experience and retention
• Opportunity to grow within a rapidly scaling e-commerce company
• Collaborative, team-oriented work environment
• Onsite role based in Washington, NC
• Competitive salary
• Health, dental, and vision benefits
• Paid time off and company holidays
• Parental leave

Growth & Development

We believe that strong individuals build strong teams, and we invest in both. Our approach to development includes:

• Structured onboarding and role-specific training
• Ongoing feedback through 1:1s and performance conversations
• Cross-functional exposure across Sales, Operations, and Product teams
• Opportunities to expand product and industry knowledge
• Access to tools and resources that support continuous learning

Join Us

Ready to deliver exceptional customer experiences and be part of a team that values reliability, teamwork, and continuous improvement?

Join Elite Truck and help us provide a seamless, high-quality experience for every customer interaction—where your work directly impacts satisfaction, retention, and company growth.