Service Concierge

Gordie Boucher Ford of Kenosha•Kenosha, WI

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 experience. The ideal candidate is customer-focused, organized, professional, and able to work in a fast-paced dealership environment. The position involves greeting and assisting customers, supporting vehicle check-in and check-out, helping Service Advisors with daily workflow, maintaining organized customer and vehicle areas, and communicating with service department staff. The Service Concierge must follow dealership policies and safety procedures, protect customer vehicles, and maintain confidentiality of customer information and vehicle records. Performance is evaluated based on customer satisfaction, timeliness, accuracy, communication and teamwork, organization, and compliance with policies and safety procedures. The Boucher Group describes itself as family-owned and operated since 1977, involved in community charities and not-for-profit organizations, and ranked among the nation’s Top 75 Dealership Groups. It also notes recognition among the Milwaukee Journal Sentinel’s Top 100 Work Places and an A+ Better Business Bureau rating.

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 3 years; an acceptable driving record is required if vehicle movement is required.
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, enter and exit vehicles frequently, and assist with vehicle movement and other physical tasks as required.
Ability to work indoors and outdoors in varying weather conditions.

Nice To Haves

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

Responsibilities

Greet customers promptly and professionally when they arrive at the service department.
Provide a welcoming, friendly, and professional customer experience and maintain customer satisfaction throughout service visits.
Answer customer questions about appointments, vehicle drop-off and pick-up, and dealership amenities; direct customers to the appropriate Service Advisor or department.
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, paperwork, 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 maintain an organized and clean service drive, customer waiting area, and vehicle delivery area.
Monitor customer traffic and help ensure customers are assisted in a timely manner.
Communicate effectively with Service Advisors, technicians, cashiers, and service management.
Assist with paperwork, appointment coordination, and customer follow-up 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, and report vehicle concerns immediately.
Safely operate or move vehicles when required and protect customer vehicles from damage.