The O'Brien Auto Team is seeking an Owner Loyalty Specialist.

The Owner Loyalty Specialist is responsible for establishing relationships with customers and assisting customers after the sales and service. This position engages with every customer with follows-up following the sale or servicing of a vehicle. This position assists customer's with customer-satisfaction concerns and pursues the customers' loyalty to the brand and the O'Brien Automotive dealerships.

The Owner Loyalty Specialist reports to the General Manager and the Service Manger and interacts daily with the Sales and Service departments. This is a key position, and requires someone with excellent customer satisfaction skills.

Responsibilities

• Responsible for monitoring factors influencing customer experience and loyalty, developing customer service initiatives, and creating positive customer relations spanning sales, service, and parts departments
• Develop internal processes and exercises to ensure quality customer service is delivered
• Oversee the development and implementation of customer recognition, loyalty rewards programs, and retention programs
• Ensure customer surveys get filled out and analyze feedback to measure customer loyalty
• Keep a pulse on customer’s satisfaction levels and determine ways to improve
• Cultivate relationships with customers in order to increase customer loyalty
• Work with service staff to ensure customer problems are addressed quickly, courteously, and accurately
• Ensure customer satisfaction is consistently achieved and customer loyalty is maintained
• Make sure all customers are enrolled in Nissan's One-to-One reward system
• Perform other office/administrative duties as needed.

Requirements

• Previous automotive sales and/or customer service experience
• Driving license and clean driving record
• Excellent customer service, communications, follow-up and problem-solving skills
• Ability to handle customer complaints and resolve complex issues
• Strong aptitude for technology
• High School degree (or equivalent) or one to two years related experience and/or training; or equivalent combination of education and experience.
• Proficient computer and data entry skills