Customer Retention Service to Sales

Madison Honda•Madison, NJ

About The Position

We are currently seeking a full-time Portfolio Manager to assist in day-to-day phone operations of our end of contract, equity, lease maturity, over mileage client base. You will also work with our service department and consult with our service customers to establish a needs and benefit analysis for trading out of their existing vehicle. The Portfolio Manager is responsible for creating incremental opportunities and deals utilizing various software systems, vendors, databases, bank portfolios and our service customers. Responsibilities include: Making out-bound campaign calls, meeting monthly objectives, follow-up with customer satisfaction calls, and other marketing campaign initiative tasks. Must have a passion for process and organization with excellent phone skills and ability to multi-task in a fast paced, team environment. Handle and coordinate our lease maturity, contract ending, over mileage, service customer needs assesments, equity and warranty expiration list by keeping in contact with customers via Email, phone and our CRM. Achieve a high level of repeat customers by ensuring the service provided exceeds customer expectations in all respects. Maintain relationships with customers throughout the ownership period. Day to day duties: Outbound calls, email marketing, service drive customer interactions, scheduling appointments for customers to come in and meet with Sr. Sales Managers, appointment confirmation calls (CAFUs), appointment "no-show" follow-up calls (NOFUs), unsold Floor Traffic calls (USTs), showed appointment Follow Up Calls (SAFUs), postal mail communications, "Thank you" emails/letters, other marketing campaigns, update customer contacts and progression through the end-of-contract process. Essential Duties and Responsibilities include the following. Other duties may be assigned Substantial automotive sales experience required Ability to work deals Must be able to communicate effectively with client base Must be able to communicate and work effectively with client advisors and sales managers Must be able to manage various lead producing vendors Must be a demonstrated self-starter with an entrepreneurial mindset Job Requirements: Overarching responsibility is to create (initiate) incremental sales for the New Car sales department Manage lease portfolio Maintain lease portfolio per requirements Perform lease-end inspections Manage sales force contact with their portfolios Make calls personally to portfolio Maintain proper reporting of lease portfolio progress Manage retail portfolio Manage BDC processes for portfolio contact Maintain proper reporting of Loan Lead portfolio progress Manage Vehicle exchange portfolio Manage Sales force contact with their portfolios Maintain proper reporting of Vehicle exchange portfolio progress Get face to face with Vehicle Exchange Service customers Work deals on Vehicle exchange customers who are “interested" or who “want more information" Execute Market Based Mining to promote our brand Create service lane opportunities both via purchase offers and face to face communications Dedicated Sales Person to communicate with appointed customers Seek out and implement new methods for generating opportunities and sales Relationship Liaison with Digital Marketing Analyst Coordinate with Internet Manager at our BDC along with Sales Managers. Track efficacy of lead generation efforts and manage results effectively Work closely with both BDC, Service dept and Sales Department to track and manage sales opportunities Portfolio Manager will have a dedicated workstation, but will also need to be mobile in order to maintain necessary communication with the BDC, service and sales departments. They will utilize all departments to execute customer interaction on deals that are proceeding.

Requirements

Must have a passion for process and organization with excellent phone skills and ability to multi-task in a fast paced, team environment
Substantial automotive sales experience required
Ability to work deals
Must be able to communicate effectively with client base
Must be able to communicate and work effectively with client advisors and sales managers
Must be able to manage various lead producing vendors
Must be a demonstrated self-starter with an entrepreneurial mindset

Responsibilities

Making out-bound campaign calls
Meeting monthly objectives
Follow-up with customer satisfaction calls
Marketing campaign initiative tasks
Handle and coordinate our lease maturity, contract ending, over mileage, service customer needs assesments, equity and warranty expiration list by keeping in contact with customers via Email, phone and our CRM
Achieve a high level of repeat customers by ensuring the service provided exceeds customer expectations in all respects
Maintain relationships with customers throughout the ownership period
Outbound calls
Email marketing
Service drive customer interactions
Scheduling appointments for customers to come in and meet with Sr. Sales Managers
Appointment confirmation calls (CAFUs)
Appointment "no-show" follow-up calls (NOFUs)
Unsold Floor Traffic calls (USTs)
Showed appointment Follow Up Calls (SAFUs)
Postal mail communications
"Thank you" emails/letters
Other marketing campaigns
Update customer contacts and progression through the end-of-contract process
Create (initiate) incremental sales for the New Car sales department
Manage lease portfolio
Maintain lease portfolio per requirements
Perform lease-end inspections
Manage sales force contact with their portfolios
Make calls personally to portfolio
Maintain proper reporting of lease portfolio progress
Manage retail portfolio
Manage BDC processes for portfolio contact
Maintain proper reporting of Loan Lead portfolio progress
Manage Vehicle exchange portfolio
Manage Sales force contact with their portfolios
Maintain proper reporting of Vehicle exchange portfolio progress
Get face to face with Vehicle Exchange Service customers
Work deals on Vehicle exchange customers who are “interested" or who “want more information"
Execute Market Based Mining to promote our brand
Create service lane opportunities both via purchase offers and face to face communications
Dedicated Sales Person to communicate with appointed customers
Seek out and implement new methods for generating opportunities and sales
Relationship Liaison with Digital Marketing Analyst
Coordinate with Internet Manager at our BDC along with Sales Managers
Track efficacy of lead generation efforts and manage results effectively
Work closely with both BDC, Service dept and Sales Department to track and manage sales opportunities