Service Concierge

Job Summary

The Service Concierge is responsible for providing an exceptional customer experience by welcoming customers, assisting with their service needs, coordinating vehicle drop-offs and pick-ups, and supporting the service department's daily operations. This position serves as a key point of contact between customers, Service Advisors, technicians, and other dealership personnel to ensure a smooth, professional, and convenient service experience.

The ideal candidate is customer-focused, organized, professional, and able to work in a fast-paced dealership environment.

Key Responsibilities

Customer Service & Guest Experience

• Greet customers promptly and professionally upon arrival at the service department.
• Provide a welcoming, friendly, and professional customer experience.
• Assist customers with questions regarding service appointments, vehicle drop-off, pick-up, and dealership amenities.
• Direct customers to the appropriate Service Advisor or department.
• Maintain a high level of customer satisfaction throughout the service visit.
• Handle customer concerns professionally and elevate issues to management when necessary.

Vehicle Check-In & Check-Out

• Assist customers with vehicle drop-off and pick-up procedures.
• Verify customer information and appointment details as needed.
• Help coordinate vehicle keys, paperwork, and service-related documentation.
• Ensure vehicles are properly identified and directed to the appropriate service area.
• Assist with vehicle delivery to customers once service work is completed.

Service Department Support

• Assist Service Advisors with daily workflow and customer requests.
• Help maintain an organized and clean service drive, customer waiting area, and vehicle delivery area.
• Monitor customer traffic and help ensure customers are assisted in a timely manner.
• Communicate effectively with Service Advisors, technicians, cashiers, and service management.
• Assist with administrative tasks, including paperwork, appointment coordination, and customer follow-up as assigned.

Professionalism & Safety

• Follow dealership policies, procedures, and customer service standards.
• Maintain confidentiality of customer information and vehicle records.
• Follow all dealership safety procedures when handling or moving vehicles.
• Maintain a professional appearance and positive attitude.
• Protect customer vehicles from damage and report any concerns immediately.

Qualifications & Requirements

• Excellent customer service and communication skills.
• Professional appearance and a friendly, customer-focused attitude.
• Strong organizational and time-management skills.
• Ability to multitask in a fast-paced environment.
• Valid driver's license with an acceptable driving record, if vehicle movement is required.
• Ability to operate vehicles safely and responsibly.
• Basic computer skills and the ability to learn dealership software.
• Previous automotive, dealership, hospitality, or customer service experience preferred.
• Ability to work collaboratively with a team.

Performance Expectations

• Customer satisfaction and quality of customer interactions.
• Timeliness of greeting and assisting customers.
• Accuracy of vehicle handling and check-in/check-out procedures.
• Communication and teamwork with the service department.
• Organization and cleanliness of the service drive.
• Compliance with dealership policies and safety procedures.

Physical Requirements

• Ability to stand and walk for extended periods.
• Ability to enter and exit vehicles frequently.
• Ability to work indoors and outdoors in varying weather conditions.
• Ability to assist with vehicle movement and other physical tasks as required.

REQUIREMENTS: Must possess a valid driver's license and clean driving record for the past 3 years, and be at least 18 years of age. Drug testing is required.

WISCONSIN’S LARGEST : Boucher has consistently moved up in rank on Automotive News’ annual list of Top 100 Largest Dealership Groups year after year. The Boucher Group is now ranked among the Top 75 Dealership Groups in the nation!

WORKPLACE: The Boucher Group has been a mainstay in The Milwaukee Journal Sentinel's Top 100 Work Places for the past 10 years. We have earned an A+ rating from the Better Business Bureau.

FAMILY OWNED & OPERATED: Since our start in 1977, The Boucher Group has been and always will be a family-owned & operated business.

COMMUNITY: Our organization prides itself on what we give back to the community. We are actively involved with several charities/not-for-profit organizations including but not limited to; Muscular Dystrophy Association, La Causa, Johnetta Borum, JDRF, Vince Lombardi Charitable Funds, Bobbi-Nick Voss Charitable Funds, I Back Jack, Disabled Veterans, Fisher House, and several more.