Product Concierge

Mercedes-Benz Manhattan•New York, NY

About The Position

The Mercedes-Benz Product Concierge – Digital Retail performs outstanding virtual and in-person vehicle deliveries for new and pre-owned vehicles, helping customers begin ownership with a strong understanding of their vehicle’s operation. The role provides a consistently excellent brand and customer experience through preparation, a professional attitude, and teamwork. It involves educating customers about vehicle features and technologies, tailoring deliveries to their knowledge and priorities, and helping them feel comfortable using their vehicles. The Product Concierge also supports the Digital Sales team, assists returning customers, and follows up after delivery to answer questions, provide additional instruction, and encourage referrals and repeat business.

Requirements

High school diploma (GED) or equivalent work experience.
Valid driver’s license.
Ability to commute to and from the Manhattan dealership location.
Ability to work evenings and weekends or be on call, and to work holidays when required.
Ability to perform in a fast-paced environment.
Desire and capability to turn a frustrated customer into a happy customer.
Superior written and verbal communication skills.
Ability to successfully complete recommended Product Concierge training and maintain required Standards of Excellence status.
Solutions-oriented and detail-oriented approach.
Professional appearance at all times.
Ability to withstand the physical demands of the job.

Responsibilities

Deliver new and pre-owned vehicles virtually and in person, ensuring all pre-delivery checklist requirements are met.
Program personalized vehicle settings before delivery and set expectations for delivery length.
Assess customers’ knowledge and priorities to personalize each delivery.
Clearly demonstrate and explain vehicle features and technologies, including navigation, entertainment and communication systems, and advanced safety and performance features.
Ensure customers are comfortable operating their vehicles and retain key information about the features demonstrated.
Set up MercedesMe Connect with the customer and ensure the vehicle is active before the customer leaves.
Follow up with customers within one to two days after delivery to answer questions or provide a second delivery covering additional features.
Direct customers to additional information resources.
Assist the Digital Sales team with test drives.
Help returning customers with vehicle technologies.
Follow up with customers to obtain referrals and encourage repeat business.
Maintain required Standards of Excellence certification status.
Adhere to and use company guidelines and policies.