Sales Upgrade Representative

Bergey's•Plymouth Meeting, PA

About The Position

The Sales Upgrade & Amazon Auto Concierge Representative is a tech-forward, customer-focused role that bridges the gap between the Service Department and Sales while delivering a seamless, high-touch buying experience. This position engages service customers to identify vehicle upgrade opportunities and manages Amazon Auto customers from arrival through delivery. This role requires strong digital communication skills, the ability to manage multiple customer interactions, and a commitment to providing a transparent, efficient, and positive customer journey—whether upgrading a vehicle or completing an online purchase.

Requirements

Strong communication skills across digital and in-person channels
Ability to multitask and manage multiple customer interactions in a fast-paced environment
Customer-first mindset with a consultative, low-pressure sales approach
Comfortable working with AI-driven tools, CRM systems, and digital retail platforms
Strong presentation and product knowledge skills
Team-oriented with a collaborative attitude
Automotive or dealership experience preferred, especially with trade-ins, equity, or digital retailing
State Sales License
Valid Driver's License
Successful completion of pre-employment background checks and drug screening

Nice To Haves

Automotive or dealership experience preferred, especially with trade-ins, equity, or digital retailing

Responsibilities

Utilize the AI-driven platform to identify and engage service customers who may be eligible to upgrade or exchange their current vehicle.
Monitor platform activity and determine the appropriate timing and method for customer outreach.
Manage multiple customer conversations simultaneously via text, email, phone, and in-person interactions.
Initiate and maintain professional, engaging, and persuasive communication to assess customer interest in upgrading.
Handle objections using a consultative, low-pressure approach while providing transparent, data-driven insights about vehicle equity and trade options.
Manage and track all leads within the AI platform and CRM, ensuring accurate and detailed documentation of customer interactions.
Follow established processes for lead management, follow-up, and conversion.
Coordinate with the Used Car Manager to facilitate trade appraisals and support upgrade opportunities.
Seamlessly transition customers to the Sales or Management team when appropriate, ensuring a smooth and positive handoff.
Serve as the primary point of contact for Amazon Auto customers, delivering a concierge-level experience from arrival to vehicle delivery.
Guide Amazon customers through the desk drive process, including reviewing vehicle features, benefits, and functionality.
Clearly and accurately review all paperwork, product details, and purchase information with customers to ensure full understanding and transparency.
Collaborate with Sales, Finance, and Management teams to ensure an efficient and streamlined transaction process.
Maintain in-depth knowledge of tools and platforms including UVeye, vAuto, and CRM systems, and understand how they integrate into the customer journey.
Act as a brand ambassador by ensuring every customer—regardless of outcome—leaves with a positive impression of their experience.
Collaborate with team members to achieve departmental and company goals, while sharing best practices to improve overall performance.
Participate in training sessions and team meetings to stay current on processes, tools, and product knowledge.
Maintain a professional appearance and demeanor at all times.
Perform additional duties as assigned.