Job Description
Job DescriptionDescription:
The Customer Retention Specialist is responsible for driving customer retention initiatives and will be serving as the primary point of contact for potential customers interested in upgrading their vehicles and existing customers seeking continued satisfaction with their car ownership experience.
The retention specialist will play a pivotal role in promoting the Company' s offerings, enhancing customer loyalty and ensuring long-term success by cultivating positive relationships with customers and facilitating the vehicle upgrade journey.
Essential Job Responsibilities
- Engage with potential and current customers to explain the benefits of the Trade Exchange program, encouraging them to trade their existing vehicle for a new car model.
- Assist customers throughout the trade-in process, providing transparent valuations and guiding them through financing and leasing options.
- Collaborate with the sales team to facilitate a smooth transition from Trade Exchange program inquiries to a vehicle purchase process.
- Track and monitor Trade Exchange program participation, aiming to meet sales and trade-in targets.
- Explain vehicle features and options to potential buying clients.
- Promotes and educates to customers our vehicle exchange program
- Maintains call database up to date with all calls performed daily.
- Regularly update customers on new car models and special offers that complement their trade-in opportunities.
- Report on key metrics, including trade-in volume, customer satisfaction scores and retention rates to management on a regular basis.
Requirements:
- High School Diploma or GED.
- Proven experience in sales, customer service or customer retention within the automotive industry is preferred.
- Strong understanding of GMC products, services and the Trade Up program preferred.
- Knowledge of automotive financing and trade-in processes preferred.
- Strong written and verbal communication skills required.
- Strong organizational skills with the ability to manage multiple tasks and customer service simultaneously.
- Familiarity with CRM systems and customer data management tools.
- Positive attitude.
- Strong work ethic.
Schumacher Auto provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.