Customer Concierge - Group 1 Ford of Southwest Houston

Job Description

Job Description

Overview

Group 1 Ford of Southwest Houston is growing and looking for a high-energy, results-driven Customer Concierge to be the "voice" of our sales department!

The Customer Concierge is responsible for handling inbound phone calls, internet leads, text messaging, video communication, and appointment scheduling. This role serves as the first point of contact for customers and is accountable for converting inquiries into showroom appointments.

No prior experience is necessary, we're happy to train the right person with the right attitude and mindset!

Responsibilities

• Answer all inbound sales calls promptly, gather customer information, identify vehicle interest, and schedule appointments
• Make outbound calls to follow up on internet leads, unsold showroom traffic, and inactive prospects
• Respond to all internet leads by phone, text, and email within 5 minutes, following the dealership's lead process
• Complete all required CRM tasks daily to keep lead activity accurate and up to date
• Create and send personalized videos for new leads, appointment confirmations, and follow-ups, including a personal introduction, vehicle walkaround, and appointment invitation
• Meet performance standards, including a 95%+ answer rate, returning missed calls within 15 minutes, and completing assigned outbound activity
• Convert inquiries into confirmed showroom appointments

Qualifications

• 1 year of high-volume inside sales experience preferred, but not required - we're happy to train someone with the right attitude and mindset!
• Strong verbal and written communication skills
• Comfortable being on camera for personalized video responses
• Proficient with CRM systems, email, and text messaging platforms
• Highly organized with strong time-management and follow-up skills
• Ability to multitask across phone, chat, email, and video communication channels
• Positive, customer-first attitude with a sense of urgency
• Ability to work assigned shifts, including some evenings and weekends as needed
• Basic automotive product knowledge a plus, but not required

In addition to competitive pay, we offer our associates the following benefits:

• Health, Dental, Vision, Life, and Disability insurance
• 401(k) plan with company match
• Paid Time-Off
• Employee Stock Purchase Plan
• Employee Vehicle Purchase Program
• Professional work environment, with job training and advancement opportunities