Retention Executive Assistant
AutoCanada
- London, ON
- Permanent
- Full-time
- Competitive Compensation
- Health and Dental Benefits
- Vacation
- Wellness Benefits
- Employee Assistance Program
- Employee Vehicle Purchasing Plan
- Clean Working Environment
- Career Growth
- Inbound/Outbound Calls:
- Manage inbound and outbound calls for the retention department.
- Effectively prospect leads and book appointments.
- Working understanding on Lease:
- Stay updated on leasing and financing changes, explaining the impact of residuals to customers.
- Process a working knowledge of trim levels, model year differences, and feature updates for our vehicles.
- Use Honda Ebiz to pull customer buyouts.
- Prospecting appointments:
- Utilize tools such as Auto Alert and Vin to target specific clients for potential vehicle upgrades.
- Conduct strategic outreach to potential clients.
- Service exchange:
- Collaborate with the Service department, capitalizing on opportunities presented by clients coming in for service and booking appointments for the retention department.
- Options reviews:
- Inform customers leasing a vehicle about the option to upgrade before deciding to buy out the current lease.
- PIN campaigns:
- Actively engage in heavy phone outreach during campaign releases.
- Capitalize on savings for specific clients and vehicles, adhering to campaign timelines and end dates.
- General responsibilities:
- Provide exceptional customer service, ensuring a positive experience throughout the retention process.
- Collaborate with retention, sales, and finance departments to streamline processes and ensure efficient customer transitions.
- Reporting:
- Generate regular reports on performance metrics, including KPIs, to management.
- Distributing leads:
- Distributing leads to appropriate team members based on expertise and workload.
- Ensure timely and accurate distribution of leads to maximize conversion rates.
- Delegation:
- Delegate tasks effectively within the team to optimize productivity and efficiency.
- Monitor progress on delegated tasks and provide necessary support.
- Post-Secondary Education in Business Administration or related field is an asset
- Excellent verbal and written communication skills with a keen eye for detail
- Excellent computer skills in MS Office including Outlook, Excel and Word
- Outstanding organizational and customer service skills
- A performance driven attitude to accomplish all tasks with minimal supervision
- Ability to maintain confidentiality of highly sensitive information