Job DescriptionThe
Loyalty Retention Specialist is responsible for building dealership and brand loyalty and/or retention by ensuring our previous customers return to lease or purchase new vehicles. This role requires highly engaged management of the dealership loyalty and daily interaction with customers via multiple communication methods on a scheduled basis. This high-visibility role is critical to the dealership's overall success and presents a great opportunity and career path within Sonic Automotive.
The Loyalty Retention Specialist will report directly to the Loyalty Manager, if applicable, or Sales Manager.
Duties and Responsibilities:- Responsible for direct communication with the dealership's loyalty of previous lease and loan customers
- Adhere to the dealership's loyalty process for previous lease and loan customers
- Deliver a VIP experience to dealership's loyalty customers to ensure repeat business
- Ensures the dealership achieves and/or exceeds Financial Services and/or OEM stated retention goals
- Must multi-task and work within multiple systems (CRM, OEM Financial platform, retention specific sites, etc)
- Contact customers via phone, email and text to communicate lease/loan end information
- Continuous follow up with retention customers starting at a designated time period defined by Sonic standards prior to maturity date or end of contract
- Tracks all guest contact and communicates outcomes with management team
- Utilizes knowledge of customer's current vehicle ownership (vehicle type, monthly payment, etc) to provide end of term solutions to meet the customer need
- Provide and speak to replacement payment options (lease, loan, cash)
- Schedule appointments for pre-inspections and new vehicle test drives (where applicable)
Qualifications- Minimum 1 year automotive retail experience.
- Able to set priorities, multi-task, achieve goal and obtain buy-in.
- Proficient in CDK CRM (Elead).
- Exceptional communication skills, both written and verbal.
- Ability to establish and maintain strong internal and external relationships.
- Strong organizational and time management skills.
- Must be adaptable to change.
- Proficient in Microsoft Word, Excel, PowerPoint, and Outlook.
Required:- All applicants must be authorized to work in the USA.
- All applicants must be able to demonstrate ability to pass pre-employment testing to include background checks, MVR, drug test, credit report, and valid driver's license.
Additional Information(The Loyalty Retention Specialist Position has a Pay Scale consisting of the following elements and ranges. Wages include an hourly rate of $18.00 / hour. The position may also pay commission compensation which is based on the value or amount of closed sales achieved from $0.00 (if no sales are made) without any upper limit other than sales performance. The position also may also pay a production bonus based on individual or team performance that may range from $0.00 (if baseline benchmarks are not met) without any fixed upper limit.)
Schedule:- Full Time
- Monday through Sunday availability
