Service Concierge

Kastner Honda•Napa, CA

About The Position

Victory Automotive Group is seeking an experienced, motivated, and energetic Service Concierge to manage initiatives in its Customer Service Department. The role’s primary goal is to act as the Chief Customer Care Advocate by interpreting customer touchpoints from the customer’s perspective, promoting loyalty, and growing business. The Service Concierge works to 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 role schedules follow-up calls with new and used vehicle purchasers and service customers, and may adjust transactions or provide reimbursements to improve customer retention and resolve experiences that fall below the company’s standards. The ideal candidate has experience in a large-volume dealership, some supervisory or management experience, strong sales aptitude, and excellent communication and interpersonal skills. Additional duties may be required beyond the responsibilities listed.

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, 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 suite.
Attention to detail.
Professional appearance.
Strong organizational and time-management skills.
Ability to multitask and remain flexible in an ever-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 eliminate 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 the customer experience.
Provide backup support as needed to ensure the customer experience is seamless and not compromised.
Schedule follow-up calls with new and used vehicle purchasers and service customers.
Adjust transactions and provide reimbursements to increase customer retention and address customer problems.
Perform other duties as assigned.