Job Description:
Location: 580 S Havana St, Aurora, CO 80012
Employment Type: Full Time
Pay Range: $18-$20 per hour
The application window is expected to close on March 31, 2026
Essential Duties and Responsibilities
The Relationship & Retention Specialist is responsible for driving customer loyalty and repeat business by making high‑volume outbound calls to current sales and service customers, identifying equity or upgrade opportunities, and converting those conversations into scheduled appointments. They manage all outreach, relationship‑building, and appointment setting for the Portfolio and Trade Up team, ensuring a steady pipeline of qualified in‑person and virtual meetings that support the dealership’s sales goals.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily, as assigned. The requirements listed below are representative of the knowledge, skill, and ability required.
Punctual and regular attendance.
Make 50–100 outbound calls per day to customers in the dealership’s new‑car cash, lease, and finance portfolios.
Source leads through various channels,including cold-calling,email campaigns,and referral networks.
Follow up with potential clients through texts, emails, and calls, building relationships and establishing rapport.
Contact service department guests identified as having potential equity opportunities through the Care Connect program.
Monitor missed opportunities in Care Connect, identifying areas for improvement and making adjustments as necessary.
Monitor sold opportunities in Care Connect to ensure proper credit and recognition for team members.
Use CRM tools to track call attempts, conversations, outcomes, and follow‑up tasks.
Deliver consistent messaging that aligns with dealership sales goals and customer experience standards.
Follow up with customers who recently purchased or serviced their vehicle to ensure satisfaction and identify future opportunities.
Update customer records, call notes, and appointment details in the CRM in real time.
Coordinate closely with Senior Client Advisors to ensure they have all customer details before appointments.
Schedule appointments directly for Senior Client Advisors, ensuring accurate time slots, customer details, and expectations.
Maintain a daily and weekly appointment pipeline to support sales and team targets.
Contact detail services as necessary, ensuring that vehicles meet high standards of appearance and cleanliness.
Share customer feedback and trends with management to improve retention strategies.
Provide a friendly, professional, and consultative experience on every call.
Handle objections and questions with confidence while maintaining a customer‑first approach.
Uphold dealership standards for communication quality, transparency, and follow‑through.
Participate in dealership events or virtual sales initiatives.
Perform other duties as may be assigned by management.
Adhere to the Company’s Core Values of Empathetic, Competitive, Adaptable, Consistent and Respectful.
Job Required Skills and Knowledge
Excellent communication skills are required.
Must be self-motivated with an ability to manage and organize time and activities.
Ability to adopt and support new processes and changes to help in employee and customer satisfaction.
Must maintain a professional appearance and follow brand dress code.
Demonstrate high character and achieve high results.
Maintain effective team member relations.
Excellent process orientation and extremely accountable for self and sales operations.
Ability to work independently.
Strong attention to detail and organizational skills.
Customer focused, with a commitment to providing exceptional service.
Ability to work in a fast-paced, deadline-driven environment.
Education, Experience and Certification
High School Diploma or equivalent work experience.
The ability to work independently with limited supervision and the motivation to continually increase product knowledge should be evident.
Must possess and maintain a valid driver license.
Must possess and maintain an acceptable Motor Vehicle Record (MVR).
Able to use/learn to use: dealer DMS system, Microsoft Office Products, Google Suite and other software products as required.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Ability to speak clearly so listeners can understand, as well as the ability to understand the speech of another person.
Adequate physical ability including sufficient manual dexterity, including ability to operate computers, tablets, phones, and other office machines to perform the requisite job functions.
Visual acuity to see details of objects that are less than a few feet away. Requires extended screen time, including reading and entering information in multiple computer screens.
Prolonged periods of sitting at a desk and working on a computer.
Must be able to lift 15 pounds at times.
Must be able to access and navigate each department at the organization’s facilities.
Regular, punctual attendance is required.
Work Environment
This position operates in a professional dealership environment.
Evening and Saturday work will be required as job duties demand.
This role encourages flexibility and effective communication across multiple departments and locations.
Must maintain a clean, safe working environment at all times.
Supports employees in multiple buildings across multiple cities in the United States.