Customer Experience Concierge

Roda; Rockville (MD); On-site; USD 45,000 - 60,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive benefits, including medical, dental and vision

Flexible paid time off

401k plan

Discounted car repairs and details

Job summary

Roda is a start-up company located in Rockville, MD, seeking a Customer Experience Concierge. You will manage communication with clients from initial contact to service completion, ensuring exceptional customer satisfaction.

The ideal candidate will have at least 3 years of experience in a client service role and a proactive attitude. The role offers competitive compensation and comprehensive benefits.

Qualifications

• 3+ years experience in client service role in various industries.
• Proven ability to solve problems proactively.
• Experience with customer-relationship management software.

Responsibilities

• Field inbound calls, chats, and emails from clients.
• Manage communication between clients and driver team for timely service.
• Maintain CRM list and follow up with clients post-service.

Skills

Client service experience

Proactive problem solving

Time management

CRM software proficiency

Attention to detail

Customer satisfaction

Job description

Company Overview

Imagine a world where getting your car serviced was as easy as ordering your groceries. Welcome to Roda, where we are passionate about creating a magical customer experience, saving you time and money. Long gone are the days of waiting in service centers or taking shuttle buses to the metro. We come to you whether you are at home or in the office - giving you one less thing to worry about.

We are a small start-up team located in the greater DMV area. We are looking to hire a Customer Experience Concierge to manage day-to-day operations at Roda. The ideal candidate will have a "start-up" mentality, thrive in a fast-paced environment, be passionate about great customer experience, curious about the automotive industry, and get exhilarated when sharing great ideas.

Job Description

You’ll be on the front lines working to surprise and delight each and every customer. You will be responsible for clients from the moment they get in touch with us until their vehicle is in for their appointment. That includes fielding inbound calls, chats, and emails; dispatching valet drivers; and ensuring that we have optimized the schedule of appointments each day.

We’re looking for someone with a passion for delivering extraordinary customer experiences. While service center experience is a plus, what matters most is your passion for making clients happy and being a quick-study who can pick up our technology and systems quickly.

Key Responsibilities

• Responsible for triaging inbound and outbound follow up with clients
• Answering phone calls, managing inbound chat inquiries as well as any pre-appointment communication
• Proactive, professional, and courteous communication with clients
• Manage and communicate with driver team to ensure timely pickup and delivery of client vehicles
• Communicate with clients in event of delay
• Proactively obtain information from clients to expedite appointment turnaround time
• Manage CRM list of past, current and prospective clients
• Manage outreach to existing clients to bring them back in after service reminders

Qualifications

• 3+ years experience in client service role (could be anything from automotive to restaurants to hospitality to retail)
• Demonstrated history of proactive problem solving
• Experience and comfort using customer-relationship management software
• Ability to juggle a lot of tasks at once effectively with a high attention to detail
• Track record of identifying and implementing improvements in customer experience
• Track record of going above and beyond to make clients happy

Benefits

• Competitive compensation
• Comprehensive benefits, including medical, dental and vision
• Flexible paid time off
• 401k plan
• Discounted car repairs and details