Service Concierge

Service Concierge

Lexus of Kendall - Miami, FL 33156

Description

Bean Automotive Group is a nationally recognized automotive group which champions Miami's rich automobile heritage. Our associates, located throughout our 4 locations: Kendall Toyota, Lexus of Kendall, West Kendall Toyota and Lexus of West Kendall, make it our mission to deliver on every customer's expectation, one customer at a time!

Our associates enjoy competitive compensation and benefit offerings, among the best in the industry, and some of which include:

• 3 weeks of Paid Time-Off per year.
• Paid Holidays.
• 401(k) Retirement Plan with 50% Employer Match.
• Paid Health, Gap, Life and AD&D Insurance.
• Eligible for Dental, Vision, Short-Term, Long-Term, Voluntary Life Insurance.
• Paid Volunteer Time-Off Program.
• Award-Winning Wellness Program and Healthcare Premium Incentives.
• Employee Discounts.
• ASE certification reimbursement and paid continuing education program to further your career.
• Continued education, manufacturer hands-on and web-based training.

Qualifications

Position Summary :

Our Service Concierge plays an important role within the company's Business Development Center (BDC) department. As a Service Concierge, you will be the first point of contact for our customers, handling inbound and outbound calls, as well as managing text communications. Your primary goal will be to provide an exceptional customer service experience, assisting with our customers' scheduling service needs as to their vehicles, and increasing customer retention.

Essential Functions:

• Inbound Call Management:
• Answer incoming service department calls promptly and professionally.
• Provide accurate information about services, appointments, and general inquiries.
• Route calls to the appropriate team members when necessary.
• Outbound Call Management:
• Make outbound calls to remind customers of upcoming appointments.
• Follow up with customers after service to ensure satisfaction.
• Contact customers regarding service campaigns, recalls, and other service-related information.
• Text Communication:
• Send and respond to text messages from customers regarding service appointments, status updates, and general inquiries.
• Utilize text communication to follow up on service reminders and customer satisfaction.
• Customer Service:
• Greet customers warmly and assist with any questions or concerns.
• Build and maintain positive relationships with customers to enhance their experience.
• Resolve customer issues promptly and escalate them to the Service Manager when necessary.
• Scheduling:
• Coordinate and schedule service appointments to ensure optimal workflow and customer convenience.
• Update and manage the service schedule in the dealership's system.
• Customer Retention:
• Implement strategies to increase customer retention, such as following up with past customers and encouraging repeat business.
• Monitor customer feedback and work to continually improve the service experience.

Position Requirements:

• Excellent communication skills, both verbal and written.
• Bilingual English and Spanish
• Maintain a courteous and professional demeanor
• Ability to work independently and be self-motivated
• Must have a valid driver's license
• High school diploma or equivalent; additional education or training in customer service is a plus.
• Previous experience in a customer service role, preferably in a dealership or automotive environment.
• Proficient in using phones, computer systems, and text messaging platforms.
• Strong organizational skills and the ability to manage multiple tasks simultaneously.
• Ability to work in a fast-paced environment and handle stressful situations with professionalism.
• A positive attitude and a commitment to providing outstanding customer service.

Working Conditions:

Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee may be exposed to weather conditions and will perform their duties outdoors where they may be exposed to hot, humid and wet conditions. The noise level in this work environment is usually low to moderate.

Disclaimer: This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform. Duties and responsibilities can be changed, expanded, reduced, or delegated by management to meet the business needs of the Company.

Employment is contingent upon successful completion of a thorough drug and background screening to include MVR. Bean Automotive Group is an equal opportunity and drug free employer. All aspects of consideration for employment and employment with the Company are governed on the basis of merit, competence and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, or any other category protected by federal, state, or local law.

Your employment with Bean Management LLC, Kendall Imports LLC, or West Kendall Imports LLC, and GFB Enterprises LLC (collectively referred to as the "Bean Automotive Group") is a voluntary one and is subject to termination by you or the Bean Automotive Group at will, with or without cause, and with or without notice, at any time. Nothing in these policies shall be interpreted to be in conflict with or to eliminate or modify in any way the employment-at-will status of the Bean Automotive Group's employees. This policy of employment-at-will may not be modified by any employee and shall not be modified in any publication or document. This document is not intended to be a contract of employment and is subject to change at Management's discretion.