Ownership Concierge

THOMAS SUBARU OF CUMBERLAND LLC•Cumberland, MD

6h•$38,000 - $45,000•Onsite

About The Position

The full-time Ownership Concierge is responsible for creating a seamless customer experience between the Sales and Service departments. This position will assist customers throughout their ownership journey by coordinating appointments, maintaining communication, supporting service operations, and promoting exceptional customer satisfaction. The Ownership Concierge will work directly with the Service and Sales teams to ensure a positive ownership experience that builds long-term customer relationships and retention.

Requirements

Valid driver’s license and good driving record
Ability to read and comprehend instructions and information
High school diploma or the equivalent
Customer communication experience preferred

Responsibilities

Manage incoming customer communication
Promote additional sales
Maintain all current brand training requirements
Professionally handle any customer concerns as they arise
Greet every customer, every day
Maintain high ethical standards when dealing with customers, co-workers and vendors
Check-in potential Trade Up Program customer vehicles in a timely and professional manner
Coordinate Subaru Trade Up Advantage Program and present upgrade options
Demonstrate/Present Vehicles for Trade Up as necessary
Welcome customers to the Service Department and assist with their service needs
Send appointment reminders and follow-up communications to customers
Perform welcome to service calls for new customers
Respond promptly to Starlink and Bluelink customer leads and inquiries
Maintain organization, cleanliness, and scheduling of the loaner vehicle fleet
Assist with loaner vehicle check-in and check-out procedures
Support Service Advisors with basic advisor duties as needed
Communicate with Sales and Service teams to ensure customer satisfaction
Maintain accurate customer and vehicle information in dealership software systems
Completion of all OEM Training Requirements as assigned
Attend all required meetings per directives
Act as customer advocate to address, and support all customer service issues that may deter business
Maintain knowledge of dealership software and brand software ensuring all avenues are explored to benefit customer
Maintain a safe and clean workspace, as well as ensuring the entire facility is orderly, clean and free of hazards