Owner Loyalty & Retention Manager / Service-to-Sales Coordinator / Rental Fleet Administrator
O'Brien Nissan of Bloomington
O'Brien Nissan of Bloomington is seeking a highly motivated, customer-focused professional to serve as our Owner Loyalty & Retention Manager, Service-to-Sales Coordinator, and Rental Fleet Administrator.
This position plays a critical role in creating an exceptional ownership experience by building long-term customer relationships, improving retention, increasing customer satisfaction, generating positive reviews and surveys, identifying vehicle upgrade opportunities through the SkaiVision platform, and supporting our rental vehicle operations.
This individual will serve as a key connection point between our customers, sales department, and service department while helping strengthen customer loyalty, retention, and dealership profitability.
Primary Responsibilities
Customer Retention & Loyalty
- Contact customers following vehicle purchases and service visits to ensure complete satisfaction.
- Build and maintain strong customer relationships throughout the ownership cycle.
- Serve as a liaison between customers and dealership management when concerns arise.
- Conduct follow-up calls, emails, and text communications with customers.
- Monitor customer satisfaction and work proactively to resolve concerns before they become larger issues.
- Support customer retention initiatives designed to increase repeat business and referrals.
- Advise customers regarding recommended maintenance schedules and ownership best practices.
- Discuss maintenance options and cost comparisons to help customers understand the value of servicing their vehicle at O'Brien Nissan.
Survey & Reputation Management
- Follow up with satisfied customers to encourage completion of manufacturer surveys.
- Promote and assist customers in leaving positive Google reviews and online feedback.
- Monitor customer feedback and communicate opportunities for improvement to dealership leadership.
- Help maintain and improve the dealership's reputation for customer satisfaction and excellence.
Service-to-Sales Coordinator (SkaiVision)
- Utilize the SkaiVision platform to identify service customers who may benefit from upgrading, trading, or selling their current vehicle.
- Contact qualified customers regarding vehicle appraisal, purchase, and upgrade opportunities.
- Schedule appointments for customers to meet with members of the sales team.
- Coordinate communication between service advisors and sales consultants.
- Track appointment activity, customer engagement, and results.
- Maintain accurate records and follow-up schedules within dealership systems.
Rental Fleet Administration
- Assist with daily rental vehicle operations.
- Coordinate vehicle reservations, contracts, check-ins, and check-outs.
- Verify customer documentation and insurance requirements.
- Monitor rental fleet availability and utilization.
- Assist with billing, documentation, and inventory management.
- Ensure rental vehicles are properly maintained, fueled, and ready for customer use.
- Deliver an outstanding rental experience while supporting dealership service operations.
Qualifications
- Excellent communication and customer service skills.
- Strong organizational and multitasking abilities.
- Comfortable making outbound phone calls, emails, and text communications.
- Positive, professional, and relationship-focused attitude.
- Strong attention to detail and follow-through.
- Experience in automotive retail, customer service, hospitality, sales, or service operations preferred.
- Ability to work independently while collaborating across multiple departments.
- CRM and computer proficiency required.
Success Metrics
- Customer satisfaction scores.
- Survey completion rates.
- Google review generation.
- Customer retention and repeat business.
- Service-to-sales appointments set and shown.
- Vehicle upgrade opportunities identified.
- Rental fleet utilization and accuracy.
- Follow-up completion and customer engagement rates.
Why O'Brien Nissan?
- Award-winning dealership culture.
- Collaborative and team-oriented environment.
- Opportunity for growth and advancement.
- Competitive compensation package.
- Ability to directly impact customer loyalty, dealership reputation, and business growth.
If you enjoy building relationships, delivering exceptional customer experiences, and serving as the bridge between customers, sales, and service, we'd love to meet you. Apply today and become part of the O'Brien Nissan team.
