Automotive Service Appointment & Retention Specialist

Job Description

Job Description

Description:

Drive Customer Retention & Service Growth!

CMA's Williamsburg Ford is seeking a highly organized and customer-focused Automotive Service Appointment & Retention Specialist to help reconnect customers with recommended service and maintenance opportunities.

In this role, you will proactively reach out to customers who previously declined vehicle repairs or maintenance recommendations, schedule appointments, and help improve long-term customer retention. This position plays a direct role in increasing customer satisfaction, supporting the service team, and recovering missed service revenue.

If you enjoy building relationships, staying organized and achieving measurable results, we'd love to hear from you.

Key Responsibilities:

Contact customers by phone, text, and email regarding previously recommended vehicle services.

Schedule service appointments and maintain consistent follow-up communication.

Track customer interactions, appointments, and outcomes accurately within dealership systems.

Manage a high volume of outbound customer communications daily.

Work closely with service advisors and management to ensure a seamless customer experience.

Maintain organized records and activity tracking.

Help increase customer retention and recover previously declined service opportunities.

Requirements:

Required
High school diploma or equivalent.
Strong phone, text, email, and customer communication skills.
Excellent organizational and time-management abilities.
Basic computer skills, including experience with CRM systems, spreadsheets, and task management tools.
Ability to manage multiple follow-up opportunities simultaneously.
Self-motivated, dependable, and results-oriented.

Preferred
Previous automotive dealership experience.
Experience in customer service, appointment setting, business development, call center, or retention roles.

Success Factors
The ideal candidate is:

Persistent and comfortable making proactive outbound calls.
Detail-oriented and highly accountable.
Motivated by measurable goals and results.
Consistent in daily activity and follow-through.
Focused on delivering an exceptional customer experience.

Compensation & Benefits
Competitive salary: $37,000–$40,000 annually
Monthly commission opportunities based on recovered service revenue
Full-time employment with growth opportunities within CMA
Supportive team environment and ongoing development opportunities

At CMA, we believe in caring for our customers, our communities, and our team members. If you're looking for an opportunity to make a direct impact on customer retention and service department success, apply today.