Product Concierge - Mercedes-Benz Grapevine

Avondale•Grapevine, TX

6d•Onsite

About The Position

Avondale Mercedes-Benz Grapevine is seeking a Product Concierge to ensure an extraordinary client experience and create client advocates. This role provides front-line support to internal and external clients with complex technology questions and/or concerns during the ownership experience. Avondale Group has a long-standing reputation for excellence in the automotive industry, priding itself on creating an elevated client experience and fostering an inclusive culture. We offer a world-class work environment that promotes productivity, innovation, and personal and professional growth.

Requirements

Bachelor's degree (B. A.) from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.
Operator's Drivers License (must be insurable)
People skills and a genuine desire to service the client
Positive attitude and willingness to be a team member
Regularly required to talk or hear
Frequently required to stand, walk, and reach with hands and arms
Occasionally required to utilize manual dexterity as well as stoop, kneel, crouch, or crawl
Must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus
Results-Oriented Decision Making
Relationship Building
Organizational skills
Teamwork
Interpersonal skills and Relationship Building
Flexibility
Stress Tolerance
Communication Skills

Responsibilities

Ensures all vehicles have met all pre-delivery checklist requirements
Programs personalized settings
Assesses client’s knowledge and priorities to personalize the client experience
Explains and demonstrates vehicle features and technologies while focusing on client comfort level and retention
Provides front-line support to clients with complex technology questions or concerns during the ownership experience
Resolves client inquiries for vehicle technology issues and/or concerns
Troubleshoots vehicle technology and vehicle system features
Mans the Technology Desk and is available to assist clients in person, by phone and/or email during store business hours
Serves as the technology consultant to all dealership members
Trains sales and service staff on key technologies and how to best explain and demonstrate them to a client
Partners with the Sales Consultants to share information regarding common concerns after delivery
Maintains a high degree of product and technical knowledge, including information about all Mercedes products, resources, features, benefits, applications and competitive vehicle technology and reviews
Maintains a collection of technology information and resources to assist in explanations
Creates and maintains FAQ guide for clients
Achieves Client Satisfaction goals as set by Sales Director
Maintains client records in CRM to accurately show re-delivery appointments, phone calls made or emails sent
Follows up with clients within two weeks of delivery to ensure understanding and anticipate additional technology needs and/or to schedule and conduct second delivery as needed
Conducts new owner clinics