Toyota Loyalty Specialist - Rocky Mount Toyota

Location: CMA's Rocky Mount Toyota

Position Overview: The Toyota Loyalty Specialist is responsible for strengthening relationships with existing guests by helping them maximize the value of owning a Toyota. This role focuses on loyalty retention, upgrading current owners into newer Toyota vehicles, and purchasing vehicles. The position blends customer experience, product knowledge, and proactive outreach to drive long-term growth.

Schedule: Mon. - Fri.  8:00AM - 5:00PM, no weekends, one hour for lunch and breaks 

Compensation:  $15.00/hour base pay plus performance compensation based on vehicles sold, vehicles purchased out of the service lane, and be-backs w/in a 90 day window.

• Average month: 12 sold customers (including vehicle purchases from service customers)
• Above-average month: 15–18 sold customers
• Outstanding month: 20+ sold customers

Key Responsibilities:

Guest Loyalty & Upgrade Support

• Engage current Toyota owners to review vehicle equity, ownership benefits, and upgrade opportunities
• Present personalized options to transition guests into a newer Toyota vehicle 
• Deliver a consultative experience focused on long-term relationships rather than one-time transactions

Incentives & Program Expertise

• Maintain deep knowledge of current Toyota incentives and programs
• Educate guests and assist with redemption strategies
• Communicate available service incentives that create value for guests

Vehicle Acquisition

• Appraise and present offers to purchase customer vehicles, even when a replacement vehicle is not purchased
• Coordinate with inventory and buying strategy to support used vehicle growth

Service Drive Collaboration

• Work closely with the service team to identify guests who may benefit from upgrading or selling their vehicle
• Provide clear, respectful introductions that create a seamless experience between service and sales

Proactive Outreach

• Follow up with previous buyers, service guests, and loyalty prospects
• Maintain consistent communication through calls, texts, and digital channels
• Track guest interactions and next steps through CRM tools 

Success Profile - The ideal Toyota Loyalty Specialist demonstrates:

• Strong communication and relationship-building skills
• High attention to detail with incentives and ownership programs
• Ability to educate rather than pressure
• Confidence discussing vehicle value, equity, and upgrade pathways
• Consistent follow-through and daily activity discipline

Qualifications

• At least one year of experience working in a customer-facing role
• Friendly, patient, and customer-focused mindset
• Excellent communication and interpersonal skills
• Willingness to learn and grow professionally
• Basic computer literacy
• Must have a valid driver’s license

Carters Myers Automotive 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.

Employment offers are contingent upon the successful completion of a drug screening and background check.