Job Summary

We are seeking a high-energy, organized, and personable Customer Care & Retention Coordinator to bridge the gap between our sales and service departments. Your primary goal is to ensure our customers never fall through the cracks.

In this role, you will manage customer touchpoints across their entire ownership journey—booking routine service appointments, conducting post-visit check-ins, recovering cold leads, and spotting trade-in opportunities. You won't be closing sales or negotiating vehicle prices. Instead, you'll handle the vital groundwork: gathering vehicle details, coordinating with our Sales Managers for trade values, and handing off warm, fully prepared appointments to our sales team.

Automotive experience is an asset, but NOT required. We are looking for someone with outstanding phone presence, persistence, and organizational skills. Candidates with backgrounds in hospitality, banking, insurance, medical-office scheduling, telecommunications, or inside sales are strongly encouraged to apply!

Duties

- Service Scheduling: Call existing customers when maintenance is coming due and book appointments to keep the calendar full.
- Service & Purchase Follow-Up: Check in with customers after sales or service visits to ensure complete satisfaction.
- Lapsed Customer Re-Engagement: Reach out to past customers who haven't returned in a while to bring them back in.
- Trade Opportunity Identification: Ask basic questions during routine calls to spot customers who may be ready to upgrade or trade.
- Vehicle Data Gathering: Collect mileage/hours, vehicle condition, photos, and lien payout details needed for appraisals.
- Sales & Appraisal Booking: Schedule trade appraisals and sales appointments, smoothly handing warm leads over to the sales team.
- Lead Recovery:



Follow up on missed calls, abandoned leads, and outstanding sales inquiries that salespeople haven't closed out.
- CRM Management: Maintain accurate notes, update vehicle data, and track follow-up dates in the CRM system.
- Customer Support & Callback Assurance: Make sure all promised callbacks actually happen and help customers get quick answers internally across departments.

What We Look For

- Phone Confidence: Energetic, natural communicator who enjoys making outbound calls and sounds genuine rather than scripted.
- Ownership Mindset: Takes initiative to connect sales and service departments without a "not my job" attitude.
- Resilience: Positive, customer-focused attitude that doesn't get discouraged when facing a "no."
- Quick Learner: Eager to learn basic vehicle terminology, appraisal workflows, lien payouts, and CRM tools.
- Solid Communication: Clear verbal and written skills, with a track record of consistent, reliable customer follow-through.

Qualifications & Experience

- Relevant Background: 1+ years in customer service, call center, hospitality, banking, insurance, inside sales, or office scheduling.
- Skills: Comfortable with telephone systems, basic data entry, and CRM software.
- Education: High School Diploma or equivalent.
- Industry Experience: Automotive/powersports or dealership BDC experience is an asset, but NOT required.

Join us as a Customer Care & Retention Coordinator – Service & Sales and become a vital part of a team committed to delivering exceptional service experiences! Pay: $16.00-$20.00 per hour

Expected hours: 40.0 per week

Benefits

- Casual dress
- Company events
- Dental care
- Disability insurance
- Extended health care
- Life insurance

Experience:
- Customer service: 1 year (preferred)

Work Location: In person

📌 Customer Care & Retention Coordinator - Service & Sales (Arborg)
🏢 Viking Motors
📍 Arborg