Guest Follow-Up & Be-Back Coordinator
Mears Auto Group — Lubbock, TX | Full-Time | Hybrid
About the Role
Every week, dozens of real clients walk our showroom, test-drive a vehicle, sit down for numbers — and leave without buying. Most dealerships let those clients disappear. We're hiring one person whose entire job is making sure they don't.
This is not a cold-calling job and it's not a sales floor job. Every person you contact has already visited our dealership and shown genuine interest. Your mission is simple: get them back through the door and take great care of them after they make a purchase. When a returning client purchases, they close at nearly 80% — you'll be working the warmest opportunities in the store.
What You'll Do
- Contact every showroom visitor who leaves without purchasing — same evening, every time — by text and phone
- Give clients a specific, genuine reason to return (updated numbers, a comparable vehicle, an answer to what held them back) and book their return visit
- Follow a proven, structured follow-up playbook with clear scripts, timelines, and stopping points — we don't chase, and we'll never ask you to pester anyone
- Hand booked return visits to the original salesperson (they keep the deal — your scoreboard is visits generated, and you'll never compete with the sales floor)
- Run our post-sale care program: delivery check-ins, first-service scheduling, referral and review requests for every delivered client
- Log every contact in our CRM (DriveCentric) and report your numbers weekly
What Success Looks Like
You'll have clear, published targets from day one — contact rate on walkouts, return visits booked, and recovered sales — with baselines already measured. This role exists because the math works: hit the targets and your impact on the store is visible in units, every single month.
What We're Looking For
- Persistent and organized — you can manage 50–70 quality contacts a day across a rolling 3-day pipeline without letting anyone slip
- A natural on the phone and over text: warm, brief, and helpful, never pushy
- Thick-skinned about "no" and disciplined about moving on — our process has hard stops, and we mean them
- Comfortable working inside a CRM all day (DriveCentric experience is a plus, not a requirement)
- BDC, call center, appointment-setting, service scheduling, or hospitality experience preferred
- Automotive experience is NOT required — we'll teach you the car business; we can't teach follow-through
Schedule & Compensation
- Full-time, hybrid (in-store and remote) available
- [Pay range — base + bonus tied to return visits booked and recovered sales]
- [Benefits: health, PTO, 401(k), employee vehicle discounts, etc.]
- Evening and Saturday availability required (that's when follow-up wins)
Why This Role Is Different
Most follow-up jobs are an afterthought bolted onto someone's real job. Here, it IS the job — with its own playbook, its own metrics, and the full backing of management. You'll own a lane nobody else in the store touches, and you'll be able to point at the sales board and count the deals that happened because of you.
Pay: $12.00 - $17.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Flexible schedule
- Health insurance
Work Location: Hybrid remote in Lubbock, TX 79424
