Product Concierge

Mercedes-Benz Manhattan, Inc.; New York (NY); On-site; USD 28,000 - 44,000; Full time

Job summary

Mercedes-Benz Manhattan, Inc. is seeking a Product Concierge – Digital Retail to deliver high-touch vehicle handovers, both virtually and in-person, ensuring customers understand operation of high-tech features. You will educate clients and personalize demonstrations, driving an elevated ownership experience.

The role emphasizes strong communication, flexibility to work evenings/weekends, and ongoing engagement with customers to maximize satisfaction and referrals.

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 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.

Responsibilities

• Educate customers on high-tech vehicle features and ensure comfort with operation.
• Demonstrate navigation, entertainment, communication, and safety features.
• Deliver vehicles, complete pre-delivery checklists, and set personalized settings.
• Follow up with customers 1–2 days after delivery to answer questions or arrange second delivery if needed.
• Direct customers to additional information resources.
• Set up MercedesMe Connect and ensure active status before departure.
• Assist Digital Sales with test drives and returning customers with vehicle technologies.
• Follow up for referrals and repeat business.
• Maintain Standards of Excellence certification status.

Skills

Customer service

Communication

Attention to detail

Problem solving

Education

High School Diploma (GED) or equivalent

Job description

Job Description - Product Concierge (MER0004A3Y)

Description

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.

Organization

Mercedes-Benz Manhattan, Inc.

Primary Location

United States of America-New York-New York

Work Locations

770 11th Avenue 770 11th Avenue New York 10019