Retention Specialist
6 months ago
**PAG Direct is looking for Guest Retention Specialist to join our growing team at one of its’ Hyundai stores, Richmond Hill Hyundai**
PAG Direct offers a friendly, experienced and professional working environment. We are constantly striving to remain the best in the automotive industry, and will go to any length to aid customers in finding their perfect vehicle. We are seeking energetic, motivated, career-minded non-commission Sales Consultants to join our amazing sales team
The Guest Retention Specialist is responsible for developing and implementing strategies to retain existing customers, increase customer loyalty, and improve overall customer satisfaction. This role involves direct interaction with customers, analyzing customer feedback, and working closely with sales, service, and marketing teams to ensure a positive customer experience.
**Responsibilities**:
- Develop and execute customer retention strategies to increase loyalty
- Reach out to all Customers at 6-month intervals throughout ownership. Keeping the relationship with our dealership active.
- Contact service clients for the purpose of renewals and/or vehicle buy in.
- Reporting to Sales Managers and General Manager with feedback from the phone calls.
- Working with the Pre-Owned Sales Manager to acquire vehicles from our existing database.
- Keep detailed tracking notes for each contact.
- Follow up with Sales Consultants and Service Advisors for customer feedback or additional business requests.
- Generate payouts for the purpose of working deals.
- Guide customers through Lease End Process if they have questions regarding it.
- Coordinate with the sales and service departments to ensure consistent and high-quality customer service.
- Create and manage loyalty programs, special promotions, and events aimed at increasing customer engagement and satisfaction.
- Handle customer complaints and issues promptly and effectively, ensuring resolution and customer satisfaction.
- Collect and analyze customer feedback to identify patterns and areas for improvement, and report findings to management.
- Work with the marketing team to create targeted campaigns for customer retention and re-engagement.
- Stay up-to-date with automotive industry trends and best practices in customer service and retention.
**Experience - Must Have**:
- OMVIC License is preferred.
- Valid Driver’s License and a clean driver’s abstract
- Proven experience in customer service, sales, or a similar role, preferably in the automotive industry.
- Strong interpersonal and communication skills, with the ability to build and maintain positive relationships with customers.
- Excellent problem-solving skills and the ability to handle customer complaints effectively.
- Familiarity with CRM software and data analysis tools.
- Ability to work independently and as part of a team.
- Detail-oriented with strong organizational skills.
- Passion for the automotive industry and a commitment to providing exceptional customer service.
**Perks**:
- Competitive benefits plan, including an Employee Assistance Program; eligible after 3 months
- Learning opportunities to help you grow and support your professional development
- Proactive and knowledgeable management
- Generous employee discounts
- Employee Events
**Benefits**:
- Company events
- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Vision care
Schedule:
- Monday to Friday
- Weekends as needed
Supplemental pay types:
- Bonus pay
**Education**:
- Secondary School (preferred)
**Experience**:
- Dealership: 1 year (preferred)
Licence/Certification:
- OMVIC (preferred)
Work Location: In person
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