Relationship Specialist

Job Title: Relationship Specialist
Department: Retention
Reports To: Retention Manager
FLSA Status: Full-Time, Non-Exempt

Position Summary:

The Retention Department Relationship Specialist plays a key role in maintaining long-term customer relationships and promoting loyalty within the dealership. This position focuses on engaging with current customers to ensure satisfaction, encourage repeat business, and drive service and sales retention. The Relationship Specialist acts as a bridge between sales, service, and customers—helping deliver an exceptional ownership experience that keeps clients connected to the dealership.

Essential Duties & Responsibilities:

• Maintain regular contact with customers after their purchase or service visit through phone calls, emails, and personalized follow-ups.


• Schedule and confirm recommended maintenance appointments, recall visits, and loyalty service specials.


• Review and track customer satisfaction survey results, working with management to resolve concerns promptly.


• Build strong relationships with customers by understanding their needs, preferences, and ownership journey.


• Support retention programs such as equity mining, service-to-sales conversions, and lease-end outreach.


• Maintain accurate customer records in CRM and follow-up systems, ensuring all communication is documented.


• Collaborate closely with the Service, Sales, and BDC teams to coordinate follow-up activities and enhance the customer experience.


• Assist with renewal and loyalty incentive programs to encourage repeat purchases.


• Consistently meet retention, satisfaction, and communication performance goals set by management.

Qualifications & Requirements:

• Previous automotive dealership experience preferred (sales, service, or customer relations).


• Excellent communication, follow-up, and relationship-building skills.


• Professional and friendly phone manner.


• Strong organizational skills and attention to detail.


• Ability to work independently and as part of a team in a fast-paced environment.


• Proficiency in CRM software and Microsoft Office Suite (Excel, Outlook, etc.).


• High school diploma or equivalent required; college coursework or degree preferred.

Physical Requirements:

• Occasional standing or walking within the dealership showroom and service department.

Work Schedule:

Full-time schedule, including some evenings or Saturdays as required to support customer follow-up and dealership events.