Product Concierge Specialist/Service Concierge | BMW Westlake

RUSNAK•Thousand Oaks, CA

20h•Onsite

About The Position

Rusnak Auto Group, a leader in the automotive industry with a stellar reputation, is seeking a Product Concierge Specialist/Service Concierge for their BMW dealership in Westlake. This role is an opportunity to advance your automotive career by ensuring customers have a full understanding of their vehicle's operation from the start of their ownership experience. You will also support the service department's growth and performance to meet strategic goals, implementing best business practices and The Rusnak Standards for superior client and associate satisfaction. Rusnak Auto Group is a family-owned and operated company since the 1960s and an equal opportunity employer.

Requirements

Minimum of 2 years in position of Customer Service or similar positions in automotive, Retail, or Sales industries.
H.S. Diploma/GED
Current California Driver License with satisfactory Department of Motor Vehicle driving record.
Excellent interpersonal and customer service skills; at least 2 years retail related experience.
Strong verbal and written communication skills.
Valid CA Driver License
Valid CA Sales License

Nice To Haves

High School Diploma/GED : Desired

Responsibilities

Effectively and efficiently performs detailed customer education and delivery on all models.
Ensures that vehicle has met all pre-delivery checklist requirements.
Programs personalized settings prior to customer delivery.
Sets expectations for length of delivery of vehicles.
Assesses customer knowledge and priorities to personalize delivery for every customer experience.
Explains and demonstrates vehicle features and technologies, and focuses on customer comfort level and retention.
Follows up with customers within one to two weeks after delivery to answer questions or conduct a second delivery to teach additional feature operations.
Resolves customer inquiries for vehicle technology issues.
Directs customers to additional information resources.
Conducts owner clinics on a consistent basis (e.g., new owner clinics, franchise infotainment how-to workshop).
Utilizes CRM daily to assist in responding to new leads promptly.
Follows up with “Lost Sale” prospects to ensure satisfaction.
Consistently provides assistance to customers in service waiting areas.
Assists customers at the service drive with vehicle inquiries.
Visits the customer lounge to introduce Product Concierge services and share valuable vehicle technology insights with customers.
Efficiently and effectively trains team members on key vehicle technologies.
Trains the sales and service staff on key technologies and how to best explain and demonstrate them to a customer.
Answers product questions on the telephone and during walk-ins.
Troubleshoots vehicle technology features.
Troubleshoots vehicle system features.
Effectively assists management in department scheduling, planning and customer service.
Assists in directing and scheduling of all department employees, ensuring proper staffing at all times.
Actively shares responsibility with the sales manager for planning and leading sales meetings.
Regularly attends managers meeting and assists in preparation.
Assists (GSM) or (SM) with proactive planning and implementation of various projects.
Ensures that dealership policies and procedures are followed by salespeople.
Provides administrative support as needed for the Sales department.
Effectively assists Sales Department in vehicle tracking.
Reports all new and used sold vehicles to MFR.
Arranges all vehicle transportation to the customer as needed.
Ensures consistent follow-up with customers after a vehicle is sold.
Updates all new and used vehicle inventory consistently and in a timely manner.
Regularly stocks vehicles in ADP in a timely manner.
Effectively and efficiently ensures all customer service components are completed professionally.
Greets all customers entering the service area with a friendly, upbeat attitude, answers their questions, and directs them to the appropriate person or location.
Assists with service traffic flow and parking.
Assists all customers on service drive with requested concierge services.
Consistently determines if customers coming into service drive have an appointment.
Records customer's name, VIN, tag number, mileage, existing vehicle damage and any other required information as per Dealership standards upon customer arrival.
Performs key reads and all other related functions to increase efficiency customer check-in process as needed.
Controls service traffic flow and parking on a daily basis.
Assists lot attendant with duties at the service counter.
Ensures all customers are escorted to cars after completed service and any final questions answered by the appropriate team member.
Provides assistance for department for Service Sales Advisors on an as needed basis.
Performs administrative duties such as filing, collating documents, faxing and scanning as needed.
Delivers an exemplary customer experience through utilization of core practices.
Delivers a professional/exemplary experience through utilization of best core practices.
Listens actively and communicates clearly to identify and document concerns.
Identifies client needs beyond expressed concerns and adopts a “consultative- value added” approach.
Nurtures working relationships to generate repeat and referral work.
Integrates the “Rusnak Standard” with personal values into all interactions.

Benefits

Professional development and opportunities to grow within a well-respected company
Competitive Pay
Health Insurance Coverage (medical, dental, vision, and life)
Comprehensive Benefits Package including Annual Wellness Fair and Employee Assistance Program (EAP)
401(k) Retirement Plan
Flexible Spending Account
Paid Time-Off (vacation pay, sick pay, holiday pay)
Parental Leave
Employee Perks (sports games, theme parks, etc.)
Employee Referral Bonus Program