Service Concierge - Morgan Hill, 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 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 supports customers before, during, and after visits, 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 position may also involve adjusting transactions and providing reimbursements to support 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, a strong sales aptitude, and excellent communication and interpersonal skills. Additional duties may be required; the listed responsibilities are not exhaustive.
Requirements
- High school diploma or GED.
- Promote and embody the company vision of exceeding customer expectations.
- Proven interpersonal skills and commitment to strengthening the dealership brand by 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 methods of communication.
- Strong computer and internet skills, including Microsoft Office.
- Attention to detail.
- Strong organizational and time-management skills.
- Ability to multitask and be flexible in an ever-changing environment.
- Strong sales aptitude.
- Excellent communication and interpersonal skills.
Nice To Haves
- Experience in a large-volume dealership.
- Some supervisory or management experience.
- 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 address 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 serve as a bridge between the customer and the applicable department.
- Attend department meetings and share feedback related to the customer experience.
- Provide backup support as needed to help ensure the customer experience is seamless and not compromised.
- Schedule follow-up calls with new and used vehicle purchasers and service customers.
- Connect customers with the appropriate manager or department lead when issues arise.
- Adjust transactions and provide reimbursements as appropriate to support customer retention and resolve problems.
- Perform other duties as assigned.
Benefits
- Medical benefits
- Paid vacation
- Paid holidays
- 401(k) with company match
- Opportunity for advancement
- Competitive pay based on experience
- Direct deposit
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
