Loyalty Specialist

Job Title: Loyalty Specialist

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.

Benefits:

• Competitive Pay
• Medical, Vision, Dental
• 401(k) Retirement Plan
• Group Life Insurance
• Flexible Spending Account
• Paid Vacation
• Employee Discounts

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
• Assist with dealership social media content by capturing deliveries, upgrade stories, service guest interactions, and dealership events
• Create engaging photo and short-form video content for platforms such as Facebook, Instagram, TikTok and Stories
• Help promote the Jim Norton Toyota brand through positive customer engagement and community-focused content

Qualifications:

• 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

About Us:

The Norton Family has been handling Oklahoma's automotive needs since 1928, and we take pride in providing the best customer experience possible. There will be plenty of opportunities for growth, training and advancement. All you need is the same commitment to excellence we have for our customers!

Physical Requirements:

The physical requirements of the position are LIGHT to MEDIUM in intensity.

• Must be able to sit/stand/walk for long periods of time.
• Visual acuity requirements include color, depth perception and field of vision comparable necessary to drive vehicles safely.
• Constant – Reaching, sitting, standing, walking, fingering, grasping, feeling, talking, hearing.
• Frequent – Repetitive motion.
• Occasional – Balancing, kneeling, crouching, pushing, pulling, and lifting up to 20 lbs

Physical Working Conditions:

This position is subject to inside and outside environmental working conditions including but not limited to temperature changes, outside weather conditions, slightly elevated ambient noise levels, minor potential physical hazards such as electrical, mechanical, and cleaning equipment, and minor atmospheric conditions affecting skin or respiratory systems such as fumes, odors and dust associated with operations in an auto dealership.

Jim Norton Auto Group maintains a strong policy of equal employment opportunity for all qualified employees. We hire, train, promote and compensate associates based on personal and professional competence and potential for advancement without regard for race, color, religion, sex, national origin, age, marital status, disability or citizenship, as well as other classifications protected by applicable federal, state or local laws.