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Owner Loyalty Manager- Nissan of Chattanooga East
1 month ago
The Nissan Owner Loyalty Manager is responsible for developing and maintaining strong relationships with Nissan vehicle owners to ensure high levels of customer satisfaction and loyalty. This role involves managing customer retention programs, addressing customer concerns, and promoting dealership services and products.
- Conduct follow-up calls for both Sales and Service guests to ensure satisfaction with their visit. Assist in New Vehicle Delivery, 2nd delivery of vehicle with the Sales department, and the Introduction to Service.
- Lead point of contact for all Reputation Management, Google reviews, QP surveys, and OFS returns.
- Oversee the cadence of follow ups are done after a guest’s service visit.
- Oversee the CSI for the store for Sales and Service.
- Track performance on qualifier questions for incentives from Nissan, including IITB and QGP.
- Stay up to date on all Nissan incentive programs for dealerships and have at least 80% of associates in the store enrolled in these programs.
- Maintain 100% certification for the dealership in Virtual Academy training each quarter.
- Drive customer retention by using feedback from customers to implement change in the dealership when needed, and teaching customers of the many reasons why they should choose us to purchase a new vehicle, or service theirs.
- Assist in training associates in customer service, and customer retention. Evaluate the effectiveness of this training by continuing to monitor KPI’s.
- Perform other duties as assigned by management.
Qualifications
Qualifications:
· Excellent verbal and written communication skills.
· Strong MS Office Suite computer skills.
· Ability to work independently and as part of a team in a fast-paced environment.
· Ability to work in call center environment.
· Strong organizational and time management skills.
· Ability to read and comprehend rules, regulations, policies and procedures.
Additional Information
It's time to make the most important move of your career. From our cooperative, team-based approach, to our more than 1,000 internal advancements each year, it's easy to see the difference. When you join our organization, you'll enjoy comprehensive training, competitive compensation, and unparalleled benefits. Simply put, you'll experience the best that a career in the automotive industry has to offer.
