Ownership Concierge

Ownership Concierge

The full-time Ownership Concierge is responsible for creating a seamless customer experience between the Sales and Service departments. This position will assist customers throughout their ownership journey by coordinating appointments, maintaining communication, supporting service operations, and promoting exceptional customer satisfaction. The Ownership Concierge will work directly with the Service and Sales teams to ensure a positive ownership experience that builds long-term customer relationships and retention.

Areas of Emphasis:

• Exemplify the Thomas Automotive Core Values: Positive, Trustworthy, Motivation, Compassion, and Dedication
• Understand the Thomas Core Focus of "Bringing Integrity to the Automotive Industry" and "Building Trust and Confidence through Exceptional Service"
• Learn, Understand, and incorporate the Thomas philosophy of doing business into all daily activities related to customer and coworker relationship management
• Be a great team member
• Successfully Maintain the following accountabilities

Manage incoming customer communication

Promote additional sales

Maintain all current brand training requirements

Professionally handle any customer concerns as they arise

Duties and Responsibilities:

• Greet every customer, every day
• Maintain high ethical standards when dealing with customers, co-workers and vendors
• Check-in potential Trade Up Program customer vehicles in a timely and professional manner
• Coordinate Subaru Trade Up Advantage Program and present upgrade options
• Demonstrate/Present Vehicles for Trade Up as necessary
• Welcome customers to the Service Department and assist with their service needs
• Send appointment reminders and follow-up communications to customers
• Perform welcome to service calls for new customers
• Respond promptly to Starlink and Bluelink customer leads and inquiries
• Maintain organization, cleanliness, and scheduling of the loaner vehicle fleet
• Assist with loaner vehicle check-in and check-out procedures
• Support Service Advisors with basic advisor duties as needed
• Communicate with Sales and Service teams to ensure customer satisfaction
• Maintain accurate customer and vehicle information in dealership software systems
• Completion of all OEM Training Requirements as assigned
• Attend all required meetings per directives
• Act as customer advocate to address, and support all customer service issues that may deter business
• Maintain knowledge of dealership software and brand software ensuring all avenues are explored to benefit customer
• Maintain a safe and clean workspace, as well as ensuring the entire facility is orderly, clean and free of hazards

Requirements:

Valid driver's license and good driving record. Ability to read and comprehend instructions and information. High school diploma or the equivalent. Customer communication experience preferred.

Working Conditions:

The Ownership Concierge will work and move about the dealership. S/he will be exposed to noise, dust, exhaust fumes, and other hazardous and nonhazardous materials.

Note: This is not necessarily an exhaustive list of responsibilities, skills, duties, requirements, efforts, or working conditions associated with the job. While this list is intended to be an accurate reflection of the current job, the dealership reserves the right to revise the functions and duties of the job or to require that additional or different tasks be performed when circumstances change (i.e., emergencies, changes in personnel, work load, rush jobs, or technological developments).

Thomas Automotive Family is an Equal Opportunity Employer