The posting
Join Our Team and Help Build Customers for Life
Are you passionate about delivering exceptional customer service and building lasting relationships? We're looking for a motivated, energetic, and customer-focused Outbound Customer Retention Specialist to strengthen our service department by reconnecting with existing customers, increasing appointment retention, and creating an outstanding ownership experience.
This is more than a call center position. You will play a critical role in customer satisfaction, service retention, and dealership growth.
Primary Responsibilities
- Contact customers due for maintenance, repairs, recalls, and declined services.
- Schedule and confirm service appointments.
- Follow up with customers after their service visit to ensure satisfaction.
- Re-engage inactive customers and encourage them to return.
- Maintain accurate customer records within the CRM.
- Meet daily outbound call, appointment, and retention goals.
- Communicate professionally while representing the dealership's values and commitment to customer care.
Non-Negotiable Core Competencies
Professional Communication
- Builds trust and rapport quickly.
- Communicates confidently and professionally by phone.
- Demonstrates active listening and empathy.
Consistency & Persistence
- Maintains a positive attitude throughout the day.
- Achieves daily inbound and outbound call expectations.
- Handles rejection professionally and remains motivated.
Appointment Generation
- Successfully converts customer conversations into scheduled appointments.
- Creates urgency while maintaining a customer-first approach.
- Consistently meets appointment conversion goals.
CRM & Documentation
- Accurately documents every customer interaction.
- Maintains complete and organized customer records.
- Follows established dealership communication processes.
Customer Retention Focus
- Understands the importance of long-term customer relationships.
- Creates positive experiences that encourage repeat business.
- Supports dealership Customer Satisfaction (CSI) and retention initiatives.
What We're Looking For
The ideal candidate possesses:
- Outstanding verbal communication skills
- Positive attitude and strong work ethic
- Excellent organizational skills
- Confidence speaking with customers over the phone
- Ability to multitask in a fast-paced environment
- Basic computer proficiency
- Previous customer service, hospitality, call center, or dealership experience is preferred but not required.
Performance Expectations
Success in this role is measured by:
- Outbound calls completed
- Appointment show rate
- Service retention percentage
- Customer satisfaction results
- CRM accuracy and documentation
- Daily productivity and goal achievement
Why Join Our Team?
- Competitive hourly pay plus performance incentives
- Paid training and ongoing development
- Career advancement opportunities
- Supportive team environment
- Health, dental, and vision benefits
- Paid time off
- 401(k) with company match (where applicable)
- Employee discounts
If you enjoy helping people, thrive on achieving goals, and want to make a measurable impact on customer loyalty, we'd love to meet you.
Apply today and help us create customers for life.
We are an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.
