What are we looking for in a Service Concierge:

• You have a passion for cars and the automotive industry.
• You love talking to new people and building relationships.
• You are motivated by reaching set targets and goals.
• You are a driven person and enjoy providing excellent customer service.
• You have the ability to create and maintain a process driven work environment
• You have the energy and enthusiasm to be part of a growing business.
• You have a “glass half full” attitude and the ability to focus on the positive side of things.
• You have a coachable personality, and the desire to continually improve.

What is it? A Service Concierge is the first point of contact for customers coming into our Service department, they build lasting relationships with their customers, and advising them on the best practices for keeping their vehicles safe and properly maintained. Working with our sales and service teams, BDC Consultant and experienced technicians to provide the outstanding service that our customers have come to expect at a luxury dealership.

What do I need? The minimum schooling requirement is a High School Diploma or equivalent. Experience in automotive customer service is preferred. Some of the things that will make you successful in this position are:

• Being a collaborative professional who promotes teamwork and works cohesively within a team-oriented environment
• Experience in Customer service
• Excellent computer skills
• Ability to pay attention to details
• Being an outgoing, enthusiastic and self-starter person
• Having an Interpersonal skills and conflict resolution skills
• Organized with attention to detail
• Exceptional product knowledge and the ability to explain and train based on the content.

What are the expectations of the role?

• Provide an excellent customer experience
• Welcome and greet customers, answer questions in a prompt manner
• In advance, review details of appointment in Reynolds and Dealer-FX; check if any VWPP coverage (PPM, APP, MBP), loaner/waiter/shuttle
• If loaner, make sure vehicle is prepped in advance. Walk customer to vehicle, demonstrate any relevant features, confirm condition and fuel of vehicle, obtain customer sign-off)
• Upon return of loaner, inspect for damage, fuel (and note as applicable) Ensure it is queued to be cleaned/sanitized
• Inspect each vehicle before taking possession; mark Multi-Point Inspection Report of any findings of damage, obvious up-sell opportunities (wipers, tires, lights)
• Consistently provide assistance to customers in Lounge
• Occasionally, you may need to assist with the wash and vacuum of vehicles
• Escort customers to the Service Advisor as well as back to their vehicle upon completion
• Ensure all vehicle keys are clearly identified and stored
• Perform a quality check of work done on vehicle prior to customer returning, in particular (wash, vacuum, review Detailing Checklist, ensure COVID process followed)
• Assist with the check-in of new vehicles arriving from VW Canada
• Follow all safety policies and procedures
• Complete Service COVID log
• Obey to all traffic laws and safe driving practices
• Report any known accidents
• Perform other duties as assigned

What can I expect? As a Service Concierge joining our team you will be fully trained on the processes, tools and software you will be using, including the overall aspects of the Service department. You will gain an understanding about each department in the dealership, with an objective to know how they are integrated.  You will be responsible for executing service processes with diligence, customer service and safety in mind. You are required to provide each customer with a personalized service experience in order to foster excellent relationships. This position also requires that each customer is provided with a seamless experience that earns the right to their business.

Hours:  7:30 – 5pm, Monday – Friday.

Location: Northside VW