Customer Equity and Retention Specialist
Customer Equity and Retention Specialist
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Job Description
Job Summary:
We are seeking a proactive and detailoriented Customer Equity & Retention Specialist to join our dealership team. This individual will play a vital role in driving customer engagement and retention by identifying equity opportunities and assisting customers at key points in their vehicle ownership cycle. The primary responsibility is to make outbound calls to customers in a positive equity position or those nearing the end of their lease/finance terms with the goal of setting appointments for tradeins or new vehicle purchases.
When not on the phone the specialist will assist with a variety of sales support tasks that help enhance the customer experience and support the sales team.
Key Responsibilities:
Outbound Calling & Customer Engagement (Primary Role 75%):
Proactively call customers who may be in a favorable equity position to discuss potential tradein opportunities.
Contact customers whose leases or finance terms are ending within the next 36 months to discuss next steps and available options.
Set qualified sales appointments for the dealership sales team.
Maintain accurate records of customer interactions and followup in the CRM system.
Monitor equity mining tools and CRM reports to identify new outreach opportunities.
Sales Support & Administrative Tasks (Secondary Role 25%):
Send thankyou letters to recent vehicle purchasers.
Reassign orphan customers (customers not currently assigned to a salesperson) in the CRM system.
Print and distribute customer birthday lists for the sales team.
Send employee anniversary and celebration cards.
Email customers when vehicle registration documents are ready for pickup.
Assist the sales and management team with other clerical tasks as needed.
Qualifications:
Previous customer service sales or outbound calling experience preferred.
Excellent communication and interpersonal skills.
Strong attention to detail and ability to follow processes.
Basic proficiency with CRM software and Microsoft Office Suite.
Comfortable working in a fastpaced goaloriented environment.
Automotive experience is a plus but not required.
Benefits:
Health dental and vision insurance
Earned paid time off and holidays
Employee vehicle purchase program
Ongoing training and career development
Schedule and Pay:
Fulltime Monday to Friday 8am5pm
$10 Hourly plus Commission ($20$24 per appointment) from scheduling sales appointments.
Join our team and help customers take their next step in vehicle ownership while supporting a highperforming customerfocused sales environment!
Required Experience:
Unclear Seniority
Employment Type
Full-Time
