Service Concierge

Lexus of Kendall and West Kendall•Pinecrest, FL

5d•Onsite

About The Position

Our Service Concierge plays an important role within the company’s Business Development Center (BDC) department. As a Service Concierge, you will be the first point of contact for our customers, handling inbound and outbound calls, as well as managing text communications. Your primary goal will be to provide an exceptional customer service experience, assisting with our customers’ scheduling service needs as to their vehicles, and increasing customer retention.

Requirements

Excellent communication skills, both verbal and written.
Bilingual – English and Spanish
Maintain a courteous and professional demeanor
Ability to work independently and be self-motivated
Must have a valid driver’s license
High school diploma or equivalent; additional education or training in customer service is a plus.
Previous experience in a customer service role, preferably in a dealership or automotive environment.
Proficient in using phones, computer systems, and text messaging platforms.
Strong organizational skills and the ability to manage multiple tasks simultaneously.
Ability to work in a fast-paced environment and handle stressful situations with professionalism.
A positive attitude and a commitment to providing outstanding customer service.

Responsibilities

Inbound Call Management: Answer incoming service department calls promptly and professionally.
Provide accurate information about services, appointments, and general inquiries.
Route calls to the appropriate team members when necessary.
Outbound Call Management: Make outbound calls to remind customers of upcoming appointments.
Follow up with customers after service to ensure satisfaction.
Contact customers regarding service campaigns, recalls, and other service-related information.
Text Communication: Send and respond to text messages from customers regarding service appointments, status updates, and general inquiries.
Utilize text communication to follow up on service reminders and customer satisfaction.
Customer Service: Greet customers warmly and assist with any questions or concerns.
Build and maintain positive relationships with customers to enhance their experience.
Resolve customer issues promptly and escalate them to the Service Manager when necessary.
Scheduling: Coordinate and schedule service appointments to ensure optimal workflow and customer convenience.
Update and manage the service schedule in the dealership's system.
Customer Retention: Implement strategies to increase customer retention, such as following up with past customers and encouraging repeat business.
Monitor customer feedback and work to continually improve the service experience.

Benefits

3 weeks of Paid Time-Off per year.
Paid Holidays.
401(k) Retirement Plan with 50% Employer Match.
Paid Health, Gap, Life and AD&D Insurance.
Eligible for Dental, Vision, Short-Term, Long-Term, Voluntary Life Insurance.
Paid Volunteer Time-Off Program.
Award-Winning Wellness Program and Healthcare Premium Incentives.
Employee Discounts.
ASE certification reimbursement and paid continuing education program to further your career.
Continued education, manufacturer hands-on and web-based training.