Service Concierge

About the role

Victory Automotive Group, a family-owned dealer group founded in 1997 with more than 50 locations, is hiring a Service Concierge in Albany, California. The role manages initiatives in the Customer Service Department and acts as the chief customer care advocate, interpreting every customer touchpoint through the customer's eyes to build loyalty and grow business. The concierge is the direct link between customers and the right manager or department lead, and schedules follow-up calls with new and used vehicle purchasers and service customers.

Key responsibilities

• Manage the customer experience and make the right adjustments to achieve the highest level of customer satisfaction.
• Maintain strong communication with customers to resolve problems before, during and after a sale or service visit.
• Keep a solid customer follow-up system to encourage repeat and referral business.
• Develop action plans to fix problems and act as the bridge between customers and the relevant departments.
• Attend department meetings, share customer-experience feedback and step in as backup support when needed.
• Adjust transactions and give reimbursements where appropriate to retain customers and fix issues.

Required profile

• High school diploma or GED.
• Experience in a large-volume dealership and some supervisory or management experience.
• Strong sales aptitude, excellent written and verbal communication, and proven interpersonal skills.
• Ability to communicate with dealership management and coworkers, with a professional, dependable attitude.
• Working knowledge of the automotive industry is a plus.

Required skills

• Technologically adept, with strong computer and internet skills, including Microsoft Office.
• Basic knowledge of the Elead CRM system and Reynolds & Reynolds is a plus.
• Attention to detail, organization, time management and flexibility in a changing environment.

What we offer

• Pay of $22-$24 per hour based on experience.
• Medical benefits, paid vacation and holidays.
• Non-smoking, drug-free workplace and opportunity for advancement.
• Direct deposit and a 401(k) with company match.