Product Concierge Specialist

Rusnak BMW; Westlake Village (CA); On-site; USD 48,712,000 - 65,904,000; Full time

Benefits offered by this job

Professional Development

Competitive Pay

Comprehensive Health Coverage (Medical

Dental

Vision

Life

LTD

Employee Assistance Program

401(k) Retirement Plan

Sick Pay, Vacation, and Holiday Pay

Employee Wellness Program

Flexible Spending Account

Employee Referral Bonus Program

Employee Discounts/Perks

Job summary

Rusnak BMW in Westlake Village, CA is looking for a Product Concierge Specialist to help customers start their ownership experience with hands-on vehicle operation knowledge.

You will educate buyers on features, customize settings, and schedule follow-ups while using CRM to respond to new leads and ensure satisfaction.

This on-site role offers $20 per hour, experience-based pay, comprehensive benefits, and opportunities to train staff on new technologies.

Qualifications

• Experience: at least 1 year in customer service or similar roles in Automotive/Retail/Hospitality.
• Excellent verbal and written communication skills.
• Strong interpersonal skills and a professional demeanor.

Responsibilities

• Educates customers on vehicle features and delivery expectations.
• Pre-delivery checklist completion and personalized settings setup.
• Uses CRM daily to respond to leads and follow up with customers.
• Assists service waiting customers and shares technology insights.
• Trains staff on key vehicle technologies.
• Assists management with scheduling and department planning.
• Tracks vehicles and coordinates transportation to customers.

Skills

Customer service

Communication skills

Interpersonal skills

Education

HS Diploma/GED

Job description

Product Concierge Specialist

Become aRusnak! Join Rusnak Auto Group, a leading automotive organization with over 60 years of success serving Greater Los Angeles and Southern California. We are proud to offer a dynamic, diverse, ethical, and professional workplace where dedicated team members thrive while representing some of the world's most sought-after luxury automotive brands.

About the Role

Our BMWdealership in Westlakeis seeking a Product Concierge Specialist. In this role, you will contribute to the success of Rusnak Automotive Group by ensuring that customers begin their ownership experience with full knowledge of their vehicle’s operation.

Compensation: $20/hr

*Compensation will be based on experience and skill level.

Benefits

• Professional Development
• Competitive Pay
• Comprehensive Health Coverage (Medical, Dental, Vision, Life, LTD)
• Employee Assistance Program
• 401(k) Retirement Plan
• Sick Pay, Vacation, and Holiday Pay
• Employee Wellness Program
• Flexible Spending Account
• Employee Referral Bonus Program
• Employee Discounts/Perks

Responsibilities

Effectively and Efficiently Performs Detailed Customer Education and Delivery on All Models

• Ensures that vehicle has met all pre-delivery checklist requirements.
• Programs personalized settings prior to customer delivery.
• Sets expectations for length of delivery of vehicles.
• Assesses customer knowledge and priorities to personalize delivery for every customer experience.
• Explains and demonstrates vehicle features and technologies, and focuses on customer comfort level and retention.
• Follows up with customers within one to two weeks after delivery to answer questions or conduct a second delivery to teach additional feature operations.
• Resolves customer inquiries for vehicle technology issues.
• Directs customers to additional information resources.
• Conducts owner clinics on a consistent basis (e.g., new owner clinics, franchise infotainment how-to workshop)
• Utilize CRM daily to assist in responding to new leads promptly.
• Follow-up with “Lost Sale” prospects to ensure satisfaction.

Consistently Provides Assistance to Customers in Service Waiting Areas

• Assists customers at the service drive with vehicle inquiries.
• Visits the customer lounge to introduce Product Concierge services and share valuable vehicle technology insights with customers.

Efficiently and Effectively Trains Team Members on Key Vehicle Technologies

• Trains the sales and service staff on key technologies and how to best explain and demonstrate them to a customer.
• Answers product questions on the telephone and during walk-ins.
• Troubleshoots vehicle technology features.
• Troubleshoots vehicle system features.

Effectively Assists Management in Department Scheduling, Planning and Customer Service

• Assists in directing and scheduling of all department employees, ensuring proper staffing at all times.
• Actively shares responsibility with the sales manager for planning and leading sales meetings.
• Regularly attends managers meeting and assists in preparation.
• Assists (GSM) or (SM) with proactive planning and implementation of various projects.
• Ensures that dealership policies and procedures are followed by salespeople.
• Provides administrative support as needed for the Sales department.

Effectively Assists Sales Department in Vehicle Tracking

• Reports all new and used sold vehicles to MFR.
• Arranges all vehicle transportation to the customer as needed.
• Ensures consistent follow-up with customers after a vehicle is sold.
• Updates all new and used vehicle inventory consistently and in a timely manner.
• Regularly stocks vehicles in ADP in a timely manner.

Qualifications

• Experience Desired: A minimum of 1 year in position of Customer Service or similar positions in Automotive, Retail, Sales, Hospitality industries.
• Strong verbal and written communication skills
• Excellent interpersonal and customer service skills
• Education; Ideal: H.S. Diploma/GED
• Driver License Required: Current California Driver License with satisfactory Department of Motor Vehicle driving record
• License; Required: Current California Sales License.

We are committed to providing equal employment opportunities to all applicants and employees without regard to race, ethnicity, color, religion, creed, national origin, ancestry, sex, pregnancy (including childbirth, breast feeding and related medical conditions), age, disability, citizenship status, veteran and uniform service member status, protected medical condition, genetic information, sexual orientation, gender, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The information collected by this application is solely to determine suitability for employment, verify identity and maintain required employment statistics on applicants.

The Company will provide a reasonable accommodation for any known physical or mental disability of a qualified individual to the extent required by law, provided the requested accommodation does not create an undue hardship for the Company and/or does not pose a direct threat to the health or safety of others in the workplace and/or to the individual. Please inform the Company’s Human Resources representative if you need assistance completing any forms or to otherwise participate in the application process.

Please provide complete information. An incomplete application may affect your consideration for employment.