Product Concierge - Mercedes-Benz Grapevine

Avondale Mercedes-Benz Grapevine Product Concierge

For over 35 years, Avondale Group has grown to become one of the most respected family-owned automotive groups in the world. We pride ourselves on creating an elevated client experience from purchase, to service, to collision repair, to subscription and beyond. The sincere and endless commitment to our employees drives our success and the inclusive culture makes Avondale Mercedes-Benz Grapevine a truly special place! We feel honored that we attract, nurture, respect and retain the most talented people in the industry! We do so by providing a world-class, high-quality work environment where productivity, innovation, and personal and professional growth lead to success and lasting, meaningful relationships. It would be our sincere pleasure to show you this, first-hand.

EXCELLENT MEDICAL INSURANCE AND LIFE BENEFITS FOR YOU AND YOUR FAMILY!

• Your Choice of Medical Plans (we reduced employee healthcare expense through our self-insured plans for our employees and their families for 2024)
• Dental
• Vision
• FREE Company Paid Life Insurance
• FREE Employee Assistance Program Support for all employees
• 401K Retirement Plan
• Paid Holidays/Vacation/Paid Time Off
• Tuition and Tool Reimbursement

Avondale is proud to represent Mercedes-Benz, Sprinter Commercial Vehicles, Porsche, Aston Martin, Bentley, Rolls Royce, McLaren, Maserati and Koenigsegg.

Responsibilities

Our Avondale Mercedes-Benz Grapevine Product Concierge ensures an extraordinary client experience while creating client advocates. The Product Concierge is responsible for providing front-line support to internal and external clients with complex technology questions and/or concerns during the ownership experience.

Ensures all vehicles have met all pre-delivery checklist requirements

Programs personalized settings

Assess client's knowledge and priorities to personalize the client experience

Explains and demonstrates vehicle features and technologies while focusing on client comfort level and retention

Provides front-line support to clients with complex technology questions or concerns during the ownership experience

Resolves client inquiries for vehicle technology issues and/or concerns

Troubleshoots vehicle technology and vehicle system features

Mans the Technology Desk and is available to assist clients in person, by phone and/or email during store business hours

Serves as the technology consultant to all dealership members

Trains sales and service staff on key technologies and how to best explain and demonstrate them to a client

Partners with the Sales Consultants to share information regarding common concerns after delivery

Maintains a high degree of product and technical knowledge, including information about all Mercedes products, resources, features, benefits, applications and competitive vehicle technology and reviews

Maintains a collection of technology information and resources to assist in explanations

Creates and maintains FAQ guide for clients

Achieves Client Satisfaction goals as set by Sales Director

Maintains client records in CRM to accurately show re-delivery appointments, phone calls made or emails sent

Follows up with clients within two weeks of delivery to ensure understanding and anticipate additional technology needs and/or to schedule and conduct second delivery as needed

Conducts new owner clinics

Qualifications

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job requires "people" skills and a genuine desire to service the client. A positive attitude and willingness to be a team member are essential to this position.

Bachelor's degree (B. A.) from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.

Operator's Drivers License (must be insurable)

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand, walk, and reach with hands and arms. The employee is occasionally required to utilize manual dexterity as well as stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Results-Oriented Decision Making

Relationship Building

Organizational skills

Teamwork

Interpersonal skills and Relationship Building

Flexibility

Stress Tolerance

Communication Skills