Service-to-Sales Specialist

The Service-to-Sales Specialist serves as the bridge between the Service and Sales departments. This role identifies customers who may benefit from replacing or upgrading their current vehicle, educates them on available options, and creates a seamless transition from the service drive to the showroom while maintaining an exceptional customer experience.  Previous sales or customer service experience preferred in this particular role, but we will still train the right person if they meet other needed qualifications.

Key Responsibilities

• Build relationships with customers waiting in the service department.
• Review customer vehicle information to identify upgrade opportunities.
• Contact customers before and during service appointments regarding vehicle upgrade options.
• Perform vehicle appraisals and present trade-in opportunities.
• Schedule sales appointments for qualified service customers.
• Coordinate with Service Advisors and Sales Managers to ensure a smooth customer experience.
• Present payment comparisons and equity opportunities.
• Follow up with customers who choose not to purchase immediately.
• Maintain accurate CRM notes and complete all required follow-up activities.
• Meet daily activity goals for customer contacts, appraisals, and appointments.
• Stay current on manufacturer incentives, inventory, and financing programs.
• Represent the dealership professionally and maintain high customer satisfaction.

Performance Expectations (KPIs)

• Service customers contacted
• Equity reviews completed
• Vehicle appraisals completed
• Appointments set
• Appointment show rate
• Vehicles sold from service opportunities
• Gross profit generated
• Trade-ins acquired
• CRM compliance
• Customer Satisfaction Index (CSI)

Qualifications

• Automotive sales or customer service experience preferred.
• Strong interpersonal and communication skills.
• Ability to build trust quickly with customers.
• Comfortable discussing financing and payment options.

• Self-motivated with strong organizational skills.

• Experience with dealership CRM systems (such as Elead) is preferred.

• Valid driver's license, clean driving record, clean background check and drug screening required 

Core Competencies

• Customer relationship building
• Active listening
• Prospecting
• Time management
• Negotiation
• Team collaboration
• Problem solving
• Professional communication

Success Measures

A successful Service-to-Sales Specialist consistently:

• Creates a positive experience for every service customer.
• Generates qualified sales opportunities from the service drive.
• Increases dealership trade acquisitions.
• Helps reduce service customer attrition.
• Supports both the Service and Sales departments in achieving dealership goals.
• Maintains high CSI while producing profitable vehicle sales.