Mercedes-Benz of Cutler Bay - Service Concierge

PURPOSE:

Acts as the liaison between third-party service organization, the client/customers, and service team responsible for supporting the dealership’s service department while providing superior client experiences via telephone.

ESSENTIAL DUTIES:

• Handle inbound service calls relating to client warranty, recalls, and pre-paid maintenance programs
• Assist service management and service advisors with overflow of calls relating to all service questions outside of appointments and status updates;
• Provide information to customers with exceptional service
• Listen to and help interpret customer’s statements accurately.
• Keep current with all products and services offered by the company including make and model campaigns, parts, service schedule and customer add-ons;
• Utilize company scripts;
• Actively participate in all team meetings, training and events;
• Maintain accurate files on database and communicate client feedback and trends to management for review;
• Ensure client satisfaction.

QUALIFICATIONS:

• High school diploma or the equivalent;
• One to three years customer service experience or college degree;
• Excellent verbal and written communication skills;
• Computer experience;
• Professional, friendly and enthusiastic disposition;
• Be self-motivated, organized and have the ability to multi-task;
• Ability to collaborate with other dealership personnel
• Must be bi-lingual (English/Spanish)
• Must be a team player with impeccable honesty and integrity
• Maintain a high level of professional personal appearance and conduct
• Must be available to work Monday through Saturday 8am – 6pm; fluctuating schedules