Service Concierge - San Francisco, California, United States
About The Position
Victory Automotive Group is seeking an experienced, motivated, and energetic Service Concierge to manage initiatives in its Customer Service Department. The primary goal is to serve as the Chief Customer Care Advocate by evaluating customer touchpoints from the customer’s perspective and promoting loyalty and business growth. The role supports customers before, during, and after visits to the dealership, connects customers with the appropriate manager or department lead when issues arise, and schedules follow-up calls with new and used vehicle purchasers and service customers. The Service Concierge may adjust transactions and issue reimbursements to improve customer retention and resolve experiences that fall below company standards. The ideal candidate has experience in a large-volume dealership and some supervisory or management experience. Additional duties may be required.
Requirements
- High school diploma or GED.
- Promote and embody the company vision of exceeding customer expectations.
- Proven interpersonal skills and commitment to building and maintaining a loyal, long-term customer base.
- Excellent written and verbal communication skills.
- Ability to think strategically and evaluate performance metrics to identify trends.
- Outgoing, upbeat personality demonstrating professionalism, strong work ethic, and dependability.
- Ability to communicate effectively with dealership management and coworkers.
- Technological aptitude to communicate clearly and efficiently using customers’ preferred methods.
- Strong computer and internet skills, including Microsoft Office.
- Attention to detail.
- Professional appearance.
- Strong organizational and time-management skills.
- Ability to multitask and adapt in a changing environment.
Nice To Haves
- Experience in a large-volume dealership.
- Supervisory or management experience.
- Strong sales aptitude.
- Working knowledge of the automotive industry.
- Basic knowledge of the elead CRM system and Reynolds & Reynolds.
Responsibilities
- Manage the customer experience and make appropriate adjustments to facilitate the highest level of customer satisfaction.
- Maintain strong communication with customers to prevent or resolve problems before, during, and after a sale or service visit.
- Maintain a customer follow-up system to encourage repeat and referral business.
- Develop action plans to rectify problems and act as a bridge between customers and the applicable department.
- Attend department meetings and share feedback related to customer experience.
- Provide backup support as needed to ensure the customer experience remains seamless.
- Schedule follow-up calls with new and used vehicle purchasers and service customers.
- Adjust transactions and provide reimbursements to support customer retention and resolve problems.
- Perform other duties as assigned.
Benefits
- Competitive pay based on experience.
- Medical benefits.
- Paid vacation.
- Holidays.
- 401(k) with company match.
- Opportunity for advancement.
- Direct deposit.
- Professional workplace.
- Non-smoking workplace.
- Drug-free workplace.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
