Service Concierge - San Francisco, California, United States

Victory Automotive Group; San Francisco (CA); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Medical Benefits

Paid Vacation

Holidays

Professional Workplace

Non-Smoking Workplace

Drug Free Workplace

Opportunity for Advancement

Direct Deposit

401(k) with Company Match

Job summary

Victory Automotive Group is seeking a Service Concierge to lead the customer care experience in our busy service department. You will be the chief customer advocate, bridging customers to the right manager and ensuring the highest level of care before, during, and after visits.

Ideal candidates have large-volume dealership exposure, strong sales aptitude, excellent communication, and the ability to follow up and preserve customer loyalty through proactive service and problem resolution.

Qualifications

• High school diploma or GED is required.
• Proven interpersonal and communication skills.
• Experience in a large-volume dealership preferred.
• Ability to think strategically and use performance metrics.
• Professional appearance and dependability.

Responsibilities

• Manage customer experience and ensure highest satisfaction.
• Maintain strong communication to prevent problems during/after sale.
• Maintain customer follow-up system to encourage repeat/referrals.
• Develop action plans to rectify problems between customer and department.
• Attend department meetings and share customer feedback.
• Provide back-up support to ensure seamless customer experience.
• Perform other duties as assigned.

Skills

Interpersonal skills

Strong communication

Sales aptitude

Time management

Organizational skills

Multitasking

Professionalism

Team collaboration

Customer service mindset

Education

High school diploma or GED

Tools

Elead CRM

Reynolds & Reynolds

Microsoft Office

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.

Victory Automotive Group is always looking for talented, self-motivated individuals to join our team. If you think you are ready to be a part of an exciting team, then we encourage you to continue with this applicant friendly, online job application!

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.

Job Description

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.

This job description summary outlines core aspects of this position, but additional duties may be required on a routine basis. This job description does not constitute the complete responsibilities for this position.

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

The above statements are intended to describe the general nature and level of the work being performed by people assigned to this position. This is not an exhaustive list of all duties and responsibilities. We reserve the right to amend and change responsibilities to meet business and organizational needs as necessary.

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

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