Product Concierge Specialist | Mercedes-Benz Arcadia

RUSNAK • Arcadia, CA

21h • Onsite

About The Position

Rusnak Auto Group, a leader in the automotive industry with a stellar reputation, is seeking a Product Concierge Specialist for their Mercedes-Benz dealership in Arcadia. This role is crucial in ensuring customers begin their ownership experience with a full understanding of their new vehicle's operation. The company has a long history of success, operating since the 1960s, and is family-owned and operated, with 14 locations across Southern California offering 11 luxury automotive brands.

Requirements

• A minimum of 1 year in position of Customer Service or similar positions in Automotive, Retail, Sales, Hospitality industries.
• Valid CA Driver License
• Valid CA Sales License

Nice To Haves

• High School Diploma/GED

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)
• Utilize CRM daily to assist in responding to new leads promptly.
• Follow-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.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED