Customer Retention Specialist

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Mercedes-Benz Vancouver is currently looking to fill the position of Customer Retention Specialist.

Reporting to the General Manager, The Customer Retention Specialist is responsible for maximizing vehicle sales and profit while maintaining the highest possible level of customer satisfaction.

Essential Duties:

• Maintaining consistent oversight into customer database.
• Reviewing customer equity positions and service history.
• Work with management team to acquire cars through Service Drive Process
• Providing a superior experience for our customers to exceed their expectations.
• Demonstrating a high level of product knowledge, including participating in product training when available.
• Set goals for each month’s productivity; plan and organize how to reach those objectives. Relate objectives and planned activities to General Sales Manager daily and analyze and review performance to date.
• Meeting individual and department goals.
• Always maintain a high level of communication with management team.
• Maintaining strong knowledge of all vehicle models.
• Keep abreast of technological changes in automotive industry including new products, features, accessories, and the benefits to customers.
• Sell new vehicles to obtain dealership profit, increase volume and maintain customer satisfaction.
• Examine and analyze actions continually to best manage time and plan more effectively.
• Identify each client's vehicle requirements by asking questions and listening.
• Demonstrate a team players attitude and work with sales team to maximize opportunities and provide a high level of customer service.
• Maintain an owner follow-up and prospect development system to encourage repeat referral and new business. Keep track of communications through company CRM system.
• Acquaint customers with service department personnel to emphasize quality and efficiency of dealership operations.
• Accurately maintain reports on all sales activities, including prospecting, follow-ups, sales presentations, new clients, repeat clients, etc.
• Accurately complete all appropriate paperwork related to sales and buy ins.
• Attend all department meetings.
• Follow all company and manufacturer policies, directives, and procedures.
• Comply with required health and safety regulations.
• Other duties as assigned by management

All successful applicants must possess the following qualities:

• Have excellent verbal and written communication skills
• Be extremely organized
• Pay close attention to detail
• Be self-motivated
• Ability to work independently and as a team

Advantages of the Dilawri Lifestyle: 

• First hand mentoring from auto industry leaders
• Innovative, exciting work environment
• Employee discounts on vehicle purchases and leases
• Employee discounts on service and parts
• Career growth opportunities
• Competitive compensation
• Generous benefit package
• Exclusive Dilawri offers
• A true Family culture

Dilawri Group of Companies is Canada’s largest automotive group with 75+ franchised dealerships representing 35+ automotive brands throughout Quebec, Ontario, Saskatchewan, Alberta, British Columbia, and Washington DC. Privately owned and operated by the Dilawri family since 1985, the company continues to expand its footprint in Canada, building on its history of excellence in the automotive industry. With more than 4,000 employees, Dilawri Group of Companies is proud to offer exceptional products and customer service in every dealership.

Dilawri Group of Companies is not only a leader in the automotive industry, it is also a leader in the communities it serves, having established The Dilawri Foundation in 2002. The Dilawri Foundation has contributed tens of millions of dollars throughout Canada supporting a variety of charitable causes.         

Go to our website to see more about our company and the many reasons why you will want to work for us!