Customer Loyalty & Experience Advocate

O'Brien Auto Team of Bloomington- Normal; Normal (IL); On-site; USD 38,000 - 55,000; Full time

Benefits offered by this job

Health insurance

Paid holidays

Paid time off after 90 days

Vacation time with tenure

401(k) with company match

Employee discounts

Life insurance

Disability insurance

Job summary

O’Brien Auto Team is seeking an Owner Loyalty Specialist / Customer Experience Coordinator to connect with customers after vehicle purchases and service visits. You’ll follow up, answer questions, and partner with Sales, Service, and Parts to ensure a consistent, high-quality dealership experience.

Responsibilities include making calls, texts, emails, maintaining records, supporting loyalty events, and identifying opportunities to improve satisfaction.

Qualifications

• Strong customer service and communication skills.
• 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.
• Valid Illinois driver’s license and a clean driving record.

Responsibilities

• Follow up with customers after vehicle purchases and service visits.
• Make phone calls, 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.

Skills

Customer service

Communication

Listening

Problem solving

Conflict resolution

Organization

Tech literacy

Multitasking

Driver's license

Education

High school diploma or GED

Tools

CRM software

Job description

O’Brien Auto Team is seeking an Owner Loyalty Specialist / Customer Experience Coordinator to connect with customers after vehicle purchases and service visits. You’ll follow up, answer questions, and partner with Sales, Service, and Parts to ensure a consistent, high-quality dealership experience.

Responsibilities include making calls, texts, emails, maintaining records, supporting loyalty events, and identifying opportunities to improve satisfaction.