About the role
SUMMARY
The Concierge is accountable to provide exceptional sales and service to a portfolio of service guests and by handling outgoing/incoming calls, online requests and focusing on service retention. The incumbent is responsible for the oversight of Business Development functions, provided leadership and guidance to the Business Development team and is accountable for the performance, budget and fiscal outcomes of the department.
Additionally, the Concierge is accountable for building lasting customer relationships at every opportunity by consistently exceeding customer expectations. They will apply needs-based sales and service principles, practices and techniques toward the retention and sales of automotive products and service.
POSITION DUTIES AND RESPONSIBILITIES
- Oversee daily department's operations. This person will provide every service guest with an appraisal presentation for their current vehicle.
- Answer phones and make calls throughout the day
- Manage and optimize owner follow up system that encourages repeat and referral business and contributes to customer satisfaction.
- Generate business by reaching out to current customers to remind them of required service, recalls and upcoming appointments.
- Communicate effectively with customers according to their preferred method of communication (phone, text, email or in- person)
- Create and analyze reports and monitor departmental performance against goals to measure and ensure Concierge effectiveness and efficiency.
- Identify process improvement opportunities to increase efficiency and effectiveness of the team and still maintain an exceptional level of service to the customer. Make recommendations to the General Manager and Senior Leadership team.
- Work alongside dealership managers to optimize customer communication processes and improve service retention.
- Manage and maintain an ongoing customer database to capture repeat business; champion of the CRM system.
- Contribute to high scores for the manufacturer’s customer satisfaction index (CSI).
- Continually learn about manufacturer trends, products and services and their benefits to the customer, demonstrate and share the knowledge as required.
- Integrate marketing promotions and programs into the customer conversation where appropriate to demonstrate added value to the customer, completing any necessary administration, as appropriate.
- Monitor financial performance to ensure the department is meeting or exceeding budgetary commitments and adjust accordingly, within designated decision-making authority.
SUPERVISORY RESPONSIBILITIES
This position may be required to train and coach others on the tasks associated with the BDC role, including ensuring all departmental targets are met or exceeded on a consistent basis.
SUPERVISION RECEIVED
This position is supervised by the General Manager or delegate for quality, accuracy, timeliness and general performance measures, including meeting performance targets set by the General Manager.
SCOPE FOR INDEPENDENT ACTION
This position has a high level of independent action. The Concierge is responsible for determining the improvements, staffing complement, scheduling and other operational decisions required to meet all departmental and personal goals.
MACHINES AND EQUIPMENT
The incumbent is required to complete accurate electronic records, detailed financial documentation and customer communication using basic office equipment such as computers, printers, telephones and copiers. This position is also responsible for ensuring a thorough knowledge of all applicable software applications. VSA License will be required for this position.
About the role
SUMMARY
The Concierge is accountable to provide exceptional sales and service to a portfolio of service guests and by handling outgoing/incoming calls, online requests and focusing on service retention. The incumbent is responsible for the oversight of Business Development functions, provided leadership and guidance to the Business Development team and is accountable for the performance, budget and fiscal outcomes of the department.
Additionally, the Concierge is accountable for building lasting customer relationships at every opportunity by consistently exceeding customer expectations. They will apply needs-based sales and service principles, practices and techniques toward the retention and sales of automotive products and service.
POSITION DUTIES AND RESPONSIBILITIES
- Oversee daily department's operations. This person will provide every service guest with an appraisal presentation for their current vehicle.
- Answer phones and make calls throughout the day
- Manage and optimize owner follow up system that encourages repeat and referral business and contributes to customer satisfaction.
- Generate business by reaching out to current customers to remind them of required service, recalls and upcoming appointments.
- Communicate effectively with customers according to their preferred method of communication (phone, text, email or in- person)
- Create and analyze reports and monitor departmental performance against goals to measure and ensure Concierge effectiveness and efficiency.
- Identify process improvement opportunities to increase efficiency and effectiveness of the team and still maintain an exceptional level of service to the customer. Make recommendations to the General Manager and Senior Leadership team.
- Work alongside dealership managers to optimize customer communication processes and improve service retention.
- Manage and maintain an ongoing customer database to capture repeat business; champion of the CRM system.
- Contribute to high scores for the manufacturer’s customer satisfaction index (CSI).
- Continually learn about manufacturer trends, products and services and their benefits to the customer, demonstrate and share the knowledge as required.
- Integrate marketing promotions and programs into the customer conversation where appropriate to demonstrate added value to the customer, completing any necessary administration, as appropriate.
- Monitor financial performance to ensure the department is meeting or exceeding budgetary commitments and adjust accordingly, within designated decision-making authority.
SUPERVISORY RESPONSIBILITIES
This position may be required to train and coach others on the tasks associated with the BDC role, including ensuring all departmental targets are met or exceeded on a consistent basis.
SUPERVISION RECEIVED
This position is supervised by the General Manager or delegate for quality, accuracy, timeliness and general performance measures, including meeting performance targets set by the General Manager.
SCOPE FOR INDEPENDENT ACTION
This position has a high level of independent action. The Concierge is responsible for determining the improvements, staffing complement, scheduling and other operational decisions required to meet all departmental and personal goals.
MACHINES AND EQUIPMENT
The incumbent is required to complete accurate electronic records, detailed financial documentation and customer communication using basic office equipment such as computers, printers, telephones and copiers. This position is also responsible for ensuring a thorough knowledge of all applicable software applications. VSA License will be required for this position.