Delivery Specialist/Service Drive Concierge

Patrick Motors Inc•Auburn, MA

8h•$55,000 - $60,000•Onsite

About The Position

The Delivery Specialist/Service Drive Concierge acts as a crucial link between customers and the sales team, ensuring a superior customer experience throughout the sales process. This role involves providing in-depth product knowledge, explaining vehicle features and functionality, and maintaining customer satisfaction post-delivery. Additionally, the Service Drive Concierge will engage with service customers to identify potential sales opportunities, working closely with service management to facilitate smooth transactions.

Requirements

High school diploma or equivalent.
Strong negotiation and persuasion abilities.
Familiarity with automotive industry.
Knowledge of vehicle features and specifications.
Valid driver's license.
A customer-centric approach and a passion for the automotive industry.
Computer and communication skills must be at an intermediate level.
Employees must pay attention to detail.
Employee must be able to read, write, understand and speak English.
Manufacturers Certification for the job described (to be started upon hire).
Engage with PMG training platform(s) (I.e. Leadership training, Microsoft 365, etc.).
Work with any training the dealer group is currently utilizing.
Support the Mission, Vision, and Core values of the company.

Nice To Haves

Preferred prior experience in sales.

Responsibilities

Understand and deliver the PMG sales process daily.
Log customers in the CRM, meet and greet, and interact effectively.
Provide and offer comprehensive product information throughout the sales process.
Fully explain vehicle features, applications, and benefits.
Provide a comprehensive and detailed vehicle delivery, explaining all manuals, brochures, and literature.
Assist customers in setting up their manufacturer profile and telematics.
Maintain a process of follow-up and 2nd deliveries to ensure good customer service.
Engage customers to return for a follow-up delivery and perform a customer-focused explanation of sophisticated systems.
Follow up with customers after the sale and all deliveries to ensure satisfaction and positively impact customer loyalty.
Learn and operate customer retention tools and set appointments for vehicle upgrades.
Study and understand competitors and our brand’s advantages.
Achieve customer satisfaction targets as assigned by management (NPS/OSAT).
Assist sales staff with customer communication if needed (e.g., Insurance follow-up, call the customer or take a message).
Uphold high ethical standards and maintain a professional appearance at all times.
Meet and greet clients in the service drive and provide them with information regarding the Patrick Upgrade Package.
Utilize the Service Drive Manager daily agenda to approach each client with the proper work track and key points of interest.
Use personal intuition to depict if the client has further interest and proceed to the following steps in the outlined process.
All other tasks assigned by management.