Owner Loyalty Specialist

O'Brien Auto Team of Bloomington- Normal • Normal, IL

9d

About The Position

The O’Brien Auto Team is seeking a friendly, organized, customer-focused Owner Loyalty Specialist / Customer Experience Coordinator to build lasting relationships with customers. The role connects with customers after vehicle purchases and service visits, follows up on their experiences, and helps resolve questions or concerns. The specialist works with Sales, Service, and Parts teams to ensure customers feel valued after leaving the dealership. Automotive experience is not required; customer service, communication, and problem-solving skills are valued.

The position is full-time, Monday through Friday, with no weekends. It includes customer follow-up and records management, customer satisfaction monitoring, and support for appreciation events, loyalty programs, and retention initiatives.

Requirements

• Strong customer service and communication skills.
• A friendly, positive attitude and a genuine desire to help people.
• Excellent listening, problem-solving, and conflict-resolution skills.
• Good organizational skills and attention to detail.
• Comfort using computers, email, texting, and customer management systems.
• Ability to multitask and stay organized in a fast-paced environment.
• High school diploma or GED.
• Valid Illinois driver's license and a clean driving record.

Nice To Haves

• Experience in customer service, hospitality, retail, sales, or the automotive industry is a plus; automotive dealership experience is not required.

Responsibilities

• Follow up with customers after vehicle purchases and service visits.
• Make phone calls, send texts and emails, and respond to customer questions.
• Listen to customer feedback and help resolve concerns professionally.
• Work with Sales, Service, and Parts teams to deliver a great customer experience.
• Monitor customer satisfaction and encourage customers to complete dealership and manufacturer surveys.
• Maintain accurate customer records and follow-up notes.
• Welcome customers and help create a friendly, positive dealership experience.
• Assist with customer appreciation events, loyalty programs, and retention initiatives.
• Identify opportunities to improve customer satisfaction and build long-term relationships.

Benefits

• Paid holidays
• Paid time off beginning after 90 days
• Vacation time that increases with tenure
• Health, dental, vision, and life insurance
• Company-paid $25,000 life insurance policy
• Optional disability, accident, and critical illness insurance
• 401(k) with company match up to $500 annually
• Employee discounts on vehicles, service, and parts
• Paid training
• Opportunities for advancement within the dealership group
• Supportive leadership and a team-oriented work environment

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED