Product Concierge - Mercedes-Benz Grapevine

Avondale Dealerships; Grapevine (TX); On-site; USD 52,000 - 79,000; Full time

Benefits offered by this job

Medical insurance

Life insurance

Dental

Vision

401K Retirement Plan

Paid Holidays/Vacation/Paid Time Off

Tuition and Tool Reimbursement

Employee Assistance Program

Job summary

Avondale Mercedes-Benz Grapevine is seeking a Product Concierge to ensure an extraordinary client experience by providing front-line support for complex vehicle technologies. You will personalize the ownership experience, program settings, and guide clients through features during ownership.

The role emphasizes people skills, strong communication, and the ability to explain Mercedes technology clearly while maintaining thorough client records in CRM and collaborating with Sales and Service teams.

Qualifications

• Bachelor's degree (B.A.) from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.

Responsibilities

• Ensures all vehicles have met all pre-delivery checklist requirements.
• Programs personalized settings for clients.
• Assesses client’s knowledge and priorities to personalize the client experience.
• Explains and demonstrates vehicle features and technologies while focusing on client comfort.
• Maintains a high degree of product and technical knowledge for Mercedes products and technologies.
• Trains sales and service staff on key technologies and how to best explain and demonstrate them.
• Maintains client records in CRM to accurately show re-delivery appointments, phone calls, or emails.

Skills

People skills

Customer service

Communication skills

Technical aptitude

Education

Bachelor's degree

Tools

CRM software

Job description

For over 35 years, Avondale Group has grown to become one of the most respected family‑owned automotive groups in the world. We pride ourselves on creating an elevated client experience from purchase, to service, to collision repair, to subscription and beyond. The sincere and endless commitment to our employees drives our success and the inclusive culture makes Avondale Mercedes-Benz Grapevine a truly special place!

We feel honored that we attract, nurture, respect and retain the most talented people in the industry! We do so by providing a world‑class, high‑quality work environment where productivity, innovation, and personal and professional growth lead to success and lasting, meaningful relationships. It would be our sincere pleasure to show you this, first‑hand.

EXCELLENT MEDICAL INSURANCE AND LIFE BENEFITS FOR YOU AND YOUR FAMILY!

• Your Choice of Medical Plans (we reduced employee healthcare expense through our self‑insured plans for our employees and their families for 2024)
• Dental
• Vision
• FREE Company Paid Life Insurance
• FREE Employee Assistance Program Support for all employees
• 401K Retirement Plan
• Paid Holidays/Vacation/Paid Time Off
• Tuition and Tool Reimbursement

Avondale is proud to represent Mercedes-Benz, Sprinter Commercial Vehicles, Porsche, Aston Martin, Bentley, Rolls Royce, McLaren, Maserati and Koenigsegg.

Who is Avondale Group?

A Career at Avondale

Our Avondale Mercedes-Benz Grapevine Product Concierge ensures an extraordinary client experience while creating client advocates. The Product Concierge is responsible for providing front‑line support to internal and external clients with complex technology questions and/or concerns during the ownership experience.

Responsibilities

• Ensures all vehicles have met all pre-delivery checklist requirements
• Programs personalized settings
• Assess client’s knowledge and priorities to personalize the client experience
• Explains and demonstrates vehicle features and technologies while focusing on client comfort
• level and retention
• Provides front‑line support to clients with complex technology questions or concerns during the
• Resolves client inquiries for vehicle technology issues and/or concerns
• Troubleshoots vehicle technology and vehicle system features
• Mans the Technology Desk and is available to assist clients in person, by phone and/or email during store business hours
• Serves as the technology consultant to all dealership members
• Trains sales and service staff on key technologies and how to best explain and demonstrate them
• to a client
• Partners with the Sales Consultants to share information regarding common concerns after
• delivery
• Maintains a high degree of product and technical knowledge, including information about all Mercedes products, resources, features, benefits, applications and competitive vehicle technology and reviews
• Maintains a collection of technology information and resources to assist in explanations
• Creates and maintains FAQ guide for clients
• Achieves Client Satisfaction goals as set by Sales Director
• Maintains client records in CRM to accurately show re-delivery appointments, phone calls made
• or emails sent
• Follows up with clients within two weeks of delivery to ensure understanding and anticipate additional technology needs and/or to schedule and conduct second delivery as needed
• Conducts new owner clinics

Job Requirements

The requirements listed below are representative of the knowledge, skill, and/or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the

essential functions. This job requires "people" skills and a genuine desire to service the client.

A positive attitude and willingness to be a team member are essential to this position.

EDUCATION And/or EXPERIENCE

Bachelor's degree (B. A.) from four-year college or university; or one to two years related

experience and/or training; or equivalent combination of education and experience.

CERTIFICATES, LICENSES, REGISTRATIONS (Including Driver's License)

Operator's Drivers License (must be insurable)

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities

To Perform The Essential Functions.

While performing the duties of this job, the employee is regularly required to talk or hear.

Other

• Results-Oriented
• Decision Making
• Relationship Building
• Organizational skills
• Teamwork
• Interpersonal skills and Relationship Building
• Flexibility
• Stress Tolerance
• Communication Skills