Own end of term retention activities for loyalty customers, overseeing multi-channel outreach and delivering a VIP experience to maximize retention and vehicle lifecycle value.

Lead direct communication with loyalty customers and manage end-of-term options
Drive retention goals across multiple systems and touchpoints
Coordinate follow-ups and replacement payment scenarios to satisfy customer needs

Job Description

Responsibilities

Responsible for direct communication with the dealership’s loyalty of previous lease and loan customers
Adhere to the dealership’s loyalty process for previous lease and loan customers
Deliver a VIP experience to dealership’s 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 customer’s 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)

Requirements

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.
All applicants must be authorized to work in the USA.
All applicants must be able to demonstrate ability to pass pre-employment testing to include background checks, MVR, drug test, credit report, and valid driver's license.

Benefits

Medical, Dental, Vision, HSA, 401k and PTO
Personal Automotive Concierge Service
Special benefits to purchasing and leasing a car

Sonic Automotive

3.6 Glassdoor

Sonic Automotive, Inc., a Fortune 500 company based in Charlotte, North Carolina, is on a quest to become the most valuable diversified automotive retail and service brand in America. Our Company culture thrives on creating, innovating, and providing industry-leading guest experiences, driven by strategic investments in technology, teammates, and ideas that ultimately fulfill ownership dreams, enrich lives, and deliver happiness to our guests and teammates. As one of the largest automotive and powersports retailers in America, we are committed to delivering on this goal while pursuing expansive growth and taking progressive measures to be the leader in these categories. Our new platforms, programs, and people are set to drive the next generation of automotive and powersports guest experiences.

Founded in 1997

Charlotte, North Carolina, US

2.3K employees (88 in marketing)

www.sonicautomotive.com

59% recommend to a friend

74% CEO approval