Service Liasison

Service Liaison Position

Fields BMW of Daytona Beach is seeking high integrity, positive minded, energetic team members to join our dynamic dealership environment! Please join us in our efforts to provide premium customer service experience and create life-long relationships with our customers and fellow team members.

As a family owned and operated business, our culture is defined by our shared beliefs in the importance of safety, integrity, courtesy, presentation, and efficiency. We strive to ensure a supportive and collaborative environment where team members are encouraged to grow and elevate their careers through promotion within the organization.

What We Offer

Benefits:
Medical, Dental, Vision, Short- and Long-Term Disability, Paid Basic Life Insurance, 401(k) Plan, Personal Time Off, Paid Training, Employee vehicle purchase plans, Health and wellness and Sundays off.

The Service Liaison is responsible for building relationships with dealership service customers and identifying opportunities to help them upgrade into a newer vehicle. This role serves as the connection between the Service and Sales departments by engaging customers with scheduled service appointments, reviewing their current vehicle ownership needs, and presenting upgrade opportunities that provide value. The Service Liaison enhances customer experience while generating additional vehicle sales and increasing customer retention.

Ideal Candidate

The ideal Service Liaison is energetic, personable, and customer focused. They enjoy helping customers explore ownership options while creating a positive dealership experience. They understand that every service appointment represents an opportunity to strengthen customer relationships, increase loyalty, and generate additional vehicle sales through a consultative, no-p

Responsibilities

• Contact customers before, during, and after scheduled service appointments to discuss vehicle upgrade opportunities.
• Review customer vehicle information, equity position, and ownership history to identify potential trade-in candidates.
• Educate customers on the benefits of purchasing or leasing a newer vehicle, including updated features, warranty coverage, fuel efficiency, and available incentives.
• Schedule appointments for interested customers with the sales team or personally facilitate the transition to the sales process.
• Coordinate with Service Advisors and Sales Consultants to ensure a seamless customer experience.
• Maintain consistent follow-up with customers through phone calls, text messages, email, and CRM tools.
• Record all customer interactions, appointments, and outcomes accurately in the dealership CRM.
• Generate daily and weekly prospecting activity from upcoming service appointments.
• Stay current on inventory, manufacturer incentives, financing programs, and trade-in values.
• Meet or exceed monthly appointment, showroom visit, and vehicle sales objectives.
• Deliver exceptional customer service while maintaining a professional and consultative approach.

Qualifications

• Previous automotive sales, service, customer relations, or business development experience preferred.
• Strong communication, interpersonal, and relationship-building skills.
• Comfortable making outbound calls and initiating customer conversations.
• Ability to identify customer needs and present value-driven solutions.
• Familiarity with dealership CRM systems is a plus.
• Self-motivated, goal-oriented, and organized.
• Valid driver's license and acceptable driving record.

Performance Metrics

• Service customer contact rate
• Appointment set rate
• Appointment show rate
• Vehicles sold from service customers
• Customer satisfaction scores
• CRM activity and follow-up compliance