Product Concierge

Mercedes-Benz Manhattan, Inc.; City of Niagara Falls (NY); Sur place; USD 40 000 - 65 000; Plein temps

Résumé du poste

Mercedes-Benz Group is seeking a Product Concierge – Digital Retail to perform outstanding vehicle deliveries, both virtual and physical, for new and pre-owned vehicles. The role centers on educating customers about high-tech features, ensuring a smooth pre-delivery process, and personalizing settings for an elevated ownership experience.

Responsibilities include demonstrating advanced vehicle tech, following up after delivery, guiding customers to additional resources, and supporting the

Qualifications

• High School Diploma (GED) or equivalent work experience.
• Must be able to work evenings and weekends or work on call.
• Must have valid driver’s license.
• Ability to perform in a fast-paced environment.
• Strong communication and problem-solving skills.

Responsabilités

• Educate customers and ensure they are comfortable with high-tech vehicle features.
• Demonstrate navigation, entertainment, and safety features clearly for customers.
• Deliver vehicles to customers after completing pre-delivery checklists and personalizing settings.
• Follow up with customers 1–2 days after delivery and arrange second deliveries if needed.
• Direct customers to additional information resources and assist Digital Sales with test drives.
• Maintain Standards of Excellence status and ensure seamless customer experience, including commuting to the Manhattan dealership.

Connaissances

Customer service

Communication skills

Teamwork

Problem solving

Formation

High School Diploma (GED) or equivalent

Outils

MercedesMe Connect

Description du poste

Tasks

The mission of the Mercedes-Benz Product Concierge – Digital Retail is to perform outstanding vehicle deliveries – both virtual and physical for new car and pre-owned vehicles, to ensure customers begin their ownership experience with full knowledge of their vehicle’s operation.

Responsibilties

The Mercedes-Benz Product Concierge – Digital Retail must provide a consistently outstanding brand and customer experience through consistently excellent preparation, attitude, and teamwork.

The MBM Product Concierge – Digital Retail performs customer-centric deliveries to create an elevated experience for Mercedes-Benz owners.

• Properly educates customers and ensure that they have a strong level of comfort with the operation of the high-tech features and functions of their new vehicle.
• Utilizes expertise and teaching skills to clearly demonstrate and explain high-technology features like navigation systems, entertainment and communication systems, and advanced safety and performance features.
• Delivers vehicles to customers ensuring that vehicle has met all pre-delivery checklist requirements, programming personalized settings prior to customer delivery, setting expectations for length of delivery, assessing customer knowledge and priorities to personalize delivery, explaining and demonstrating vehicle features and technologies while focusing on customer comfort level and retention.
• Follows up with customers within one to two days after delivery to answer questions or conduct a second delivery to teach additional feature operations.
• Direct customers to additional information resources.
• Set up with customer MercedesMe Connect- ensure vehicle is active prior to customer leaving.
• Assist Digital Sales team with test drives.
• Assist returning customers with technologies in their vehicles.
• Follow up with customers to obtain referrals and repeat business.
• Maintain required Standards of Excellence certification status.
• Must be able to commute to and from location of Manhattan dealership.

Qualifications

• High School Diploma (GED) or equivalent work experience
• Must be able to work evenings and weekends or work on call
• Work Holidays when required.
• Must have valid driver's license.
• Ability to perform in fast paced environment.
• Must have the desire and capability to turn a frustrated customer into a happy customer.
• Must have superior communication skills (both written and verbal).
• Must successfully complete recommended Product Concierge training and maintain required Standards of Excellence status.
• Adhere to and utilize company guidelines and policies.
• Solutions- and detail-oriented.
• Maintain professional appearance at all times.
• Be able to withstand physical demands of the job.