VEHICLE ACQUISITION SPECIALIST - GARDEN GROVE, CALIFORNIA, UNITED STATES

About the role

We are looking for a Vehicle Exchange Specialist to join our growing team. In this role, you will be responsible for vehicle acquisition and upgrading customer vehicles while providing excellent customer care in the service lane. The ideal candidate is passionate about customer service, enjoys interacting with people, and thrives in a non-confrontational environment.

Responsibilities

• Meet and greet customers in the service drive while presenting possible trade-in value opportunities.
• Follow the dealership vehicle exchange process (training provided).
• Conduct test drives, present vehicle product information, pricing, and incentives.
• Build a portfolio of customers using the customer management database to manage their trade-in experience for future returns and referrals.
• Be outgoing, friendly, energetic, and professional with strong customer service, attentiveness, and follow-up skills.
• Educate guests on the options available through Vehicle Exchange.
• Generate new and utilize existing customer base to build value in upgrading their current vehicle.
• Use strong decision-making and active listening skills to address customer needs proactively.
• Act as a liaison to customers while their vehicle is being serviced.
• Utilize CRM tracking system daily to manage customer interactions.
• Greet and assist customers who enter the service department, ensuring they feel welcome and comfortable.
• Drive sales goals through the service department by engaging customers about upgrading their vehicle.
• Establish a close relationship with the sales department to provide a consistent upgrade process experience.
• Work with other departments to maintain a high level of customer satisfaction.
• Maintain knowledge of current and incoming inventory.
• Attend sales meetings and trainings as required.
• Utilize software systems to identify and contact people interested in selling their vehicles.
• Work directly with the pre-owned sales manager to perform proper vehicle walkarounds, identifying mechanical and/or cosmetic issues prior to purchase.
• Contact customers with expiring leases to discuss lease renewal or vehicle purchase options.
• Review and analyze daily, weekly, monthly, and yearly actions to improve time utilization and planning.