Loyalty Retention Specialist - W.I. Simonson
W.I. Simonson is one of the fastest growing brands within the automotive industry, building a business based on doing things the right way—treating guests with respect, taking pride in work, and offering employees opportunities to grow.
About the role
The Loyalty Retention Specialist builds dealership and brand loyalty by ensuring previous customers return to lease or purchase new vehicles. This high-visibility role is critical to the dealership’s success and offers a clear career path within Sonic Automotive. The Specialist reports directly to the Loyalty Manager or Sales Manager.
Responsibilities
- Direct communication with the dealership’s previous lease and loan customers
- Adhere to the dealership’s loyalty process for previous lease and loan customers
- Deliver a VIP experience to ensure repeat business
- Ensure the dealership achieves or exceeds Financial Services and OEM retention goals
- Multi-task across 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 prior to maturity date or end of contract
- Track all guest contact and communicate outcomes with the management team
- Utilize knowledge of customer’s current vehicle ownership to provide end-of-term solutions
- Provide and discuss replacement payment options (lease, loan, cash)
- Schedule appointments for pre-inspections and new vehicle test drives
Requirements
- Minimum 1 year of automotive retail experience
- Ability to set priorities, multi-task, achieve goals, and obtain buy-in
- Proficient in CDK CRM (Elead)
- Exceptional written and verbal communication skills
- Ability to establish and maintain strong internal and external relationships
- Strong organizational and time management skills
- Adaptable to change
- Proficient in Microsoft Word, Excel, PowerPoint, and Outlook
- Authorized to work in the USA
- Ability to pass pre-employment testing: background checks, MVR, drug test, credit report, and valid driver’s license
Pay
Base pay: $18/hour. Commission: based on closed sales, with no upper limit. Production bonus: based on individual or team performance, ranging from $0 if benchmarks are not met, with no fixed upper limit.
Annual pay range: $120,000 to $180,000.
Schedule
Full-time, with availability required Monday through Sunday.
Benefits
- Medical, dental, and vision coverage
- HSA (Health Savings Account)
- 401k retirement plan
- Paid time off (PTO)
- Lowest turnover in the industry
- Award-winning training (Training Magazine Top 125, Brandon Hall Awards)
- Commitment to internal development and promotions
- Peer-to-peer teamwork and recognition
- Special benefits for purchasing or leasing a car
- Personal Automotive Concierge Service