Loyalty Retention Specialist - BMW of Monrovia
Loyalty Retention Specialist - BMW of Monrovia
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Job Description
Job Title: Loyalty Retention Specialist
Department: Operations
Job Summary:
TheLoyalty 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 dealerships overall success and presents a great opportunity and career path within Sonic Automotive.
The Loyalty Retention Specialist will report directly to the Loyalty Manager.
Duties and Responsibilities:
Responsible for direct communication with the dealerships loyalty of previous lease and loan customers
Adhere to the dealerships loyalty process for previous lease and loan customers
Deliver a VIP experience to dealerships 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 customers 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
- Ability to read and comprehend rules regulations policies and procedures.
- All applicants must be authorized to work in the USA
- All applicants must perform duties and responsibilities in a safe manner
- All applicants must be able to demonstrate ability to pass pre-employment testing to include background checks MVR drug test credit report and valid drivers license
Additional Information :
Its time to make the most important move of your career. From our cooperative team-based approach to our more than 1000 internal advancements each year its easy to see the difference. When you join our organization youll enjoy comprehensive training competitive compensation and unparalleled benefits. Simply put youll experience the best that a career in the automotive industry has to offer.
All your information will be kept confidential according to EEOC guidelines
*The Lease Retention Specialist Position has a Pay Scale consisting of the following elements and ranges. Wages include Base Hourly Compensation of between $16.00 and $17.00.*
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
