Service Concierge - Albany, California, United States
About The Position
Victory Automotive Group is seeking an experienced, motivated, and energetic professional to manage initiatives in its Customer Service Department. The Service Concierge serves as the Chief Customer Care Advocate, evaluating customer touchpoints from the customer's perspective to promote loyalty and grow business. The role helps provide a high level of care before, during, and after customers visit the stores, and connects customers with the appropriate manager or department lead when issues arise. The Service Concierge schedules follow-up calls with new and used vehicle purchasers and service customers, and may adjust transactions or provide reimbursements to support customer retention and resolve problems when experiences fall below company standards. The position may also include additional duties as needed. The ideal candidate has experience in a large-volume dealership and some supervisory or management experience.
Requirements
- High school diploma or GED.
- Promote and embody the company vision of exceeding customer expectations every day.
- 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, work ethic, and dependability.
- Ability to communicate effectively with dealership management and coworkers.
- Technological aptitude to communicate clearly and efficiently using customers' preferred communication methods.
- Strong computer and internet skills, including Microsoft Office.
- Attention to detail.
- Professional appearance.
- Strong organizational and time-management skills.
- Ability to multitask and remain flexible in a changing environment.
Nice To Haves
- Experience in a large-volume dealership.
- Some 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 problems before, during, and after a sale or service visit.
- Maintain a customer follow-up system that encourages 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 the customer experience.
- Provide backup support as needed to ensure the customer experience is seamless and not compromised.
- Perform other duties as assigned.
Benefits
- Competitive pay based on experience.
- Medical benefits.
- Paid vacation.
- Holidays.
- Professional workplace.
- Non-smoking workplace.
- Drug-free workplace.
- Opportunity for advancement.
- Direct deposit.
- 401(k) with company match.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
