Customer Retention Specialist

Job Description

Job Description

Description:

The Customer Retention Specialist is responsible for driving the Trade Up program and customer retention initiatives for GMC 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 GMC ownership experience.

The retention specialist will play a pivotal role in promoting GMC’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 GMC Trade Up program, encouraging them to trade their existing vehicle for a new GMC 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 Up Advantage inquiries to a vehicle purchase process.
• Track and monitor Trade Up Advantage program participation, aiming to meet sales and trade-in targets.
• Regularly update customers on new GMC 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.

Education/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.
• A valid driver's license and 3+ years of clean driving record are required.

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.

About Schumacher Automotive Group

Schumacher Auto Group is an industry-leading Car Dealership Company with award-winning car brands in the West Palm Beach, North Palm and Delray areas, with exceptional team members. We have a strong focus on putting our employees, customers and community first in everything we do.