Loyalty Retention Specialist - Audi Central Houston

Sonic Automotive•Houston, TX

3d•$25 - $30

About The Position

The Lease Retention Specialist is responsible for managing and reengaging a portfolio of existing lease customers approaching lease maturity. This role focuses on relationship-based outreach, customer loyalty, and thoughtful follow-up to ensure a smooth lease-end experience and support long-term retention. This is a consultative, low-pressure role centered on trust, consistency, and customer care rather than aggressive sales tactics.

Requirements

Prior experience working with high-line or luxury automotive brands required
Direct experience supporting or managing automotive lease customers required
Strong interpersonal and communication skills, especially over the phone
Customer-first mindset with a calm, professional, and consultative approach
All applicants must be authorized to work in the USA.
All applicants must be able to demonstrate ability to pass pre-employment testing to include background checks, MVR, drug test, credit report, and valid driver license.

Nice To Haves

Experience in customer retention, relationship management, or automotive customer service preferred

Responsibilities

Manage a portfolio of customers with upcoming lease maturities and maintain consistent, professional follow-up
Proactively reach out to existing leaseholders via phone, email, and text to discuss lease-end options and next steps
Serve as a knowledgeable point of contact for customers with questions about lease timelines, renewal paths, or transition options
Provide a calm, consultative experience that prioritizes customer comfort and long-term loyalty
Coordinate with dealership teams to ensure smooth handoffs when customers are ready to move forward
Document all customer interactions, preferences, and follow-up plans accurately in the CRM
Monitor lease maturity timelines to prevent missed opportunities or customer fallout
Maintain timely, organized follow-up to support retention and engagement goals
Represent the dealership with professionalism and discretion when working with long-term customers
Support overall portfolio health by identifying trends, risks, or retention opportunities