Loyalty Retention Specialist - Honda West

Job Title: Loyalty Retention SpecialistDepartment: OperationsJob Summary: The Loyalty Retention Specialist is responsible for building dealership and brand loyalty and/or retention by ensuring our previous customers return to lease or purchase new vehicles. This role requires highly engaged management of the dealership loyalty and daily interaction with customers via multiple communication methods on a scheduled basis. This high-visibility role is critical to the dealership’s overall success and presents a great opportunity and career path within Sonic Automotive.The Loyalty Retention Specialist will report directly to the Loyalty Manager.Duties and Responsibilities:Responsible for direct communication with the dealership’s loyalty of previous lease and loan customersAdhere to the dealership’s loyalty process for previous lease and loan customersDeliver a VIP experience to dealership’s loyalty customers to ensure repeat businessEnsures the dealership achieves and/or exceeds Financial Services and/or OEM stated retention goalsMust 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 informationContinuous follow up with retention customers starting at a designated time period defined by Sonic standards prior to maturity date or end of contractTracks all guest contact and communicates outcomes with management teamUtilizes knowledge of customer’s current vehicle ownership (vehicle type, monthly payment, etc) to provide end of term solutions to meet the customer needProvide and speak to replacement payment options (lease, loan, cash)Schedule appointments for pre-inspections and new vehicle test drives (where applicable)