Loyalty Specialist

Tulsa•Tulsa, OK

About The Position

Are you a relationship-driven professional who thrives in a fast-paced, customer-first environment? Jim Norton Toyota prides itself on taking care of our customers and is seeking a motivated, high-integrity Loyalty Specialist to help our service customers explore upgrade opportunities using positive equity. This role is focused on retention, loyalty, and transparency, not pressure selling.

Requirements

Automotive customer-facing experience preferred
Strong communication and relationship-building skills
Results-driven mindset with high accountability
Professional presence, strong ethics, and customer-first attitude
Proficiency in CRM/DMS systems and digital communication tools
Ability to remain calm and effective in a fast-paced environment
Strong work ethic and self-motivation
Willing to submit a background check

Responsibilities

Engage service customers in a professional, non-pressure upgrade conversation
Review daily equity mining and service appointment data to identify qualified customers
Identify customers in a verified positive equity position using equity tools and CRM data
Present market-based trade values and ownership upgrade options with transparency
Conduct in-lane upgrade consultations with service guests
Create payment comparison scenarios to demonstrate potential savings and benefits
Set qualified upgrade appointments and perform warm handoffs to sales management
Log all activity, customer interactions, outcomes, and follow-up actions in CRM daily
Deliver a customer experience that builds trust, loyalty, and repeat business
Support overall dealership growth, retention, and customer satisfaction goals
Demonstrate commitment to professional conduct, ethics, and compliance standards