Client Loyalty Specialist

 The Client Loyalty Specialist works with department managers to develop and administer a customer relations program designed to build and retain a loyal customer base.

Job Responsibilities

• Assists in resolving customer complaints, and coordinates factory assistance when all dealership resources have been exhausted.
• Assists in the delivery of new and used vehicles, ensuring that each customer is informed of his/her warranty details, maintenance schedule and proper use of the vehicle's features, particularly those related to safety. Explains the hours of operation and location of the service and parts departments.
• Coordinates customer follow-up programs.
• Works with salespeople to ensure that post-sale customer contacts are made within 48 hours of delivery and that updated files are kept on all customers.
• Schedules and confirms service appointments for any new customers experiencing mechanical problems. Follows up with all parties after repair has been completed.
• Maintains active communication with clients immediately following sales or service. 
• Prepares monthly reports on the status of customer satisfaction in the dealership.
• Discusses dealership customer satisfaction standings with the general manager and department managers, monitoring significant changes and determining possible contributing factors.
• Maintains a case history file of all customer complaints and problems, documented with customer's name, type of vehicle, date of contact, nature of problem, personnel involved and detailed description of resolution.
• Maintains a file of the dealership's customer satisfaction achievements.
• Other duties assigned by management.

Job Requirements

• 3+ years proven experience in sales environment or customer service or customer retention within auto industry.
• Strong understanding of automobile business sales/service products etc., preferred.
• Knowledge of automotive financing and trade-in processes preferred.
• Familiarity with CRM systems and customer data management tools preferred.
• Strong written and verbal communication skills 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.