Service Concierge

Kastner Honda•Napa, CA

About The Position

Service Concierge We are currently seeking an experienced, motivated, and energetic professional to manage initiatives in our Customer Service Department. The Service Concierge’s primary goal is to be the Chief Customer Care Advocate; experience and interpret each customer touchpoint through the eyes of the customer to promote customer loyalty and grow business. The Service Concierge ensures that no stone is left unturned as we seek to provide the top level of care for our customers both before, during and after visiting our stores. They will be the direct link from the customer to the correct manager or department lead in ensuring that the customer receives the highest level of care if an issue arises. They will schedule follow-up calls with new and used vehicle purchasers and service customers. The Service Concierge will have the ability to adjust transactions and give reimbursements to increase customer retention and eliminate problems that may arise from customer interactions and experiences that fall below Victory's high standards. The ideal candidate has experience in a large-volume dealership, and some supervisory or management experience. They must have a strong sales aptitude, excellent communication, and interpersonal skills. This job description summary outlines core aspects of this position, but additional duties may be required on a routine basis. This job description does not constitute the complete responsibilities for this position.

Requirements

High school diploma or GED
Bilingual
Tuesday-Sunday
Always promote and embody company vision to exceed the expectations of our customer every day.
Proven interpersonal skills demonstrating a commitment to strengthen the dealership brand through building and maintaining a loyal long-term customer base.
Excellent written and verbal communication skills.
Proven ability to think strategically and evaluate performance metrics to identify trends.
Outgoing and upbeat personality that exhibits the highest level of professionalism, work ethic and dependability.
Ability to effectively communicate with dealership management and coworkers.
Working knowledge of the automotive industry a plus
Must be technologically adept to help communicate in a clear and efficient manner using customers' preferred method of communication.
Strong computer and internet skills, including Microsoft Office suite.
Basic knowledge using elead CRM system and Reynolds & Reynolds a plus.
Keen eye for attention for detail.
Professional appearance
Strong organizational and time management skills
Ability to multi-task and be flexible in an ever-changing environment.

Nice To Haves

Working knowledge of the automotive industry a plus
Basic knowledge using elead CRM system and Reynolds & Reynolds a plus.

Responsibilities

Manages customer experience and makes the proper adjustments to facilitate the highest level of customer satisfaction.
Maintains strong communication with customers to eliminate problems before, during and after a sale or service visit.
Maintains a solid customer follow-up system to encourage repeat and referral business.
Develops action plans to rectify problems and acts as the bridge between the customer and the applicable department.
Attend department meetings and share feedback as it pertains to customer experience.
Take the initiative to be back up support as needed to ensure customer experience is seamless and not compromised.
Performs other duties as assigned.