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# Digital Experience Specialist

- **Company:** AutoNation
- **Location:** Irving, TX, United States
- **Experience:** Experienced
- **Salary:** $45,760
- **Contract:** Permanent contract
- **Skills:** Data Transmissions, Global Positioning Systems (GPS), Data Management
- **Published:** November 8, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=36a79ee947855daa

## About the Role

* 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., * 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.

## Description

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.