Service Concierge - Fullerton, California, United States

Oceansubaruoc; Fullerton, Northern (CA, KY); Hybrid; USD 42,000 - 58,000; Full time

Benefits offered by this job

Medical Benefits

Paid Vacation

Holidays

Professional Workplace

Direct Deposit

401(k) with Company Match

Non-Smoking Workplace

Drug Free Workplace

Opportunity for Advancement

Competitive Pay

Job summary

Victory Automotive Group is seeking an experienced Service Concierge to manage the customer care lifecycle across pre-, during, and post-visit touchpoints. You will act as the chief customer advocate, escalate issues, and drive follow-up to secure loyalty and repeat business.

The ideal candidate shows strong communication, sales aptitude, and a commitment to exceptional service in a high-volume dealership environment.

Qualifications

• High school diploma or GED.
• Strong written and verbal communication.
• Strategic thinking to identify trends and performance metrics.
• Interpersonal skills to build loyalty and trust with customers.
• Professional appearance and dependable work ethic.
• Ability to multi-task in a dynamic environment.
• Automotive industry knowledge is a plus.
• Tech-savvy with CRM and Office software.

Responsibilities

• Manage customer experience and adjust interactions to maximize satisfaction.
• Maintain clear communication with customers before, during, and after visits.
• Follow up with new and service customers to encourage repeat business.
• Bridge gaps between customers and department managers to resolve issues.
• Attend meetings and provide feedback on customer experience.
• Provide back-up support to ensure seamless service delivery.
• Perform additional duties as assigned.

Skills

Communication

Interpersonal skills

Sales aptitude

Organizational skills

Time management

Customer service

Problem solving

Education

High school diploma or GED

Tools

Microsoft Office

elead CRM

Reynolds & Reynolds

Job description

Service Concierge

Victory Automotive Group is family owned and operated since 1997 with over 50 locations across the United States. We provide the best opportunities for all employees, customers, communities and each manufacturer we represent. Our continued commitment is to improve our dealerships and services to satisfy our customer’s wants and needs 100 percent of the time and always provide a pleasant, informative and professional experience.

We are currently seeking an experienced, motivated, and energetic professional to manage initiatives in our Customer Service Department. The Service Concierge’s primary goal is to be the Chief Customer Care Advocate; experience and interpret each customer touchpoint through the eyes of the customer to promote customer loyalty and grow business. The Service Concierge ensures that no stone is left unturned as we seek to provide the top level of care for our customers both before, during and after visiting our stores. They will be the direct link from the customer to the correct manager or department lead in ensuring that the customer receives the highest level of care if an issue arises. They will schedule follow-up calls with new and used vehicle purchasers and service customers. The Service Concierge will have the ability to adjust transactions and give reimbursements to increase customer retention and eliminate problems that may arise from customer interactions and experiences that fall below Victory's high standards.

The ideal candidate has experience in a large-volume dealership, and some supervisory or management experience. They must have a strong sales aptitude, excellent communication, and interpersonal skills.

Responsibilities

• Manages customer experience and makes the proper adjustments to facilitate the highest level of customer satisfaction.
• Maintains strong communication with customers to eliminate problems before, during and after a sale or service visit.
• Maintains a solid customer follow-up system to encourage repeat and referral business.
• Develops action plans to rectify problems and acts as the bridge between the customer and the applicable department.
• Attend department meetings and share feedback as it pertains to customer experience.
• Take the initiative to be back up support as needed to ensure customer experience is seamless and not compromised.
• Performs other duties as assigned.

Job Requirements

• High school diploma or GED
• Always promote and embody company vision to exceed the expectations of our customer every day.
• Proven interpersonal skills demonstrating a commitment to strengthen the dealership brand through building and maintaining a loyal long-term customer base.
• Excellent written and verbal communication skills.
• Proven ability to think strategically and evaluate performance metrics to identify trends.
• Outgoing and upbeat personality that exhibits the highest level of professionalism, work ethic and dependability.
• Ability to effectively communicate with dealership management and coworkers.
• Working knowledge of the automotive industry a plus
• Must be technologically adept to help communicate in a clear and efficient manner using customers' preferred method of communication.
• Strong computer and internet skills, including Microsoft Office suite.
• Basic knowledge using elead CRM system and Reynolds & Reynolds a plus.
• Keen eye for attention for detail.
• Professional appearance
• Strong organizational and time management skills
• Ability to multi-task and be flexible in an ever-changing environment.

Compensation

• Competitive Pay Based on Experience
• Medical Benefits
• Paid Vacation
• Holidays
• Professional Workplace
• Non-Smoking Workplace
• Drug Free Workplace
• Opportunity for Advancement
• Direct Deposit
• 401(k) with Company Match

Victory Automotive Group is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.

We are an Equal Opportunity Employer and a drug free workplace.