Service Concierge

Gordie Boucher Ford of Kenosha, Inc•Town of Somers, WI

11h

About The Position

The Service Concierge provides an exceptional customer experience by welcoming customers, assisting with service needs, coordinating vehicle drop-offs and pick-ups, and supporting the service department’s daily operations. The role is a key point of contact among customers, Service Advisors, technicians, and other dealership personnel, helping ensure a smooth, professional, and convenient service visit. The ideal candidate is customer-focused, organized, professional, and able to work in a fast-paced dealership environment. The position includes assisting customers with appointments and vehicle handoffs, supporting Service Advisors and department workflow, helping keep service and customer areas organized, and completing administrative tasks as assigned. The concierge must follow dealership policies and safety procedures, protect customer vehicles, safeguard customer and vehicle information, and maintain a professional appearance and positive attitude. Performance is evaluated on customer satisfaction, prompt assistance, accuracy in vehicle handling and check-in/check-out, communication and teamwork, organization and cleanliness of the service drive, and compliance with dealership policies and safety procedures. The Boucher Group describes itself as family-owned and operated since 1977, involved with local charities and not-for-profit organizations, and among the nation’s Top 75 dealership groups.

Requirements

Excellent customer service and communication skills.
Professional appearance and a friendly, customer-focused attitude.
Strong organizational and time-management skills.
Ability to multitask in a fast-paced environment.
Valid driver's license and a clean driving record for the past three years; an acceptable driving record is required if vehicle movement is part of the role.
At least 18 years of age.
Ability to operate vehicles safely and responsibly.
Basic computer skills and ability to learn dealership software.
Ability to work collaboratively with a team.
Drug testing is required.
Ability to stand and walk for extended periods.
Ability to enter and exit vehicles frequently.
Ability to work indoors and outdoors in varying weather conditions.
Ability to assist with vehicle movement and other physical tasks as required.

Nice To Haves

Previous automotive, dealership, hospitality, or customer service experience.

Responsibilities

Greet customers promptly and professionally when they arrive at the service department.
Provide a welcoming, friendly, and professional customer experience.
Assist customers with questions about appointments, vehicle drop-off and pick-up, and dealership amenities.
Direct customers to the appropriate Service Advisor or department and maintain customer satisfaction throughout the service visit.
Handle customer concerns professionally and escalate issues to management when necessary.
Assist with vehicle drop-off and pick-up procedures, verify customer information and appointment details as needed, and coordinate keys and service documentation.
Ensure vehicles are identified and directed to the appropriate service area, and assist with vehicle delivery after service work is completed.
Assist Service Advisors with daily workflow and customer requests.
Help keep the service drive, customer waiting area, and vehicle delivery area organized and clean.
Monitor customer traffic and help ensure customers are assisted in a timely manner.
Communicate with Service Advisors, technicians, cashiers, and service management.
Assist with paperwork, appointment coordination, customer follow-up, and other administrative tasks as assigned.
Follow dealership policies, procedures, customer service standards, and safety procedures when handling or moving vehicles.
Maintain confidentiality of customer information and vehicle records.
Maintain a professional appearance and positive attitude, protect customer vehicles from damage, and promptly report concerns.