Guest Experience Concierge

Guest Experience Concierge

Krause Family Ford of Woodstock is seeking a Guest Experience Concierge to help create, deliver, and sustain a world-class guest experience for both our customers and team members. This role serves as the first and lasting impression of our dealershipensuring every guest interaction, whether in person, by phone, or digitally, is handled with professionalism, warmth, and urgency.

This position plays a critical role in monitoring and coordinating customer engagement activities while also supporting internal employee satisfaction initiatives that strengthen our culture.

Customer Experience & Engagement

• Greet and assist guests promptly and professionally in person, by phone, and through digital communication channels.
• Serve as a central point of contact to ensure all customer inquiries are answered quickly and accurately.
• Actively monitor phone systems, CRM, text, email, and digital lead platforms to ensure:
  • Calls are answered and routed correctly
  • Leads and inquiries receive timely follow-up
  • Appointments are scheduled and properly handled
• Identify breakdowns in the customer journey and escalate concerns to leadership with suggested solutions.
• Ensure every interaction reflects Krause Family Ford's commitment to exceptional service.

Systems & Process Oversight

• Monitor CRM, phone, and customer engagement tools for response time, activity quality, and follow-through.
• Help maintain accountability for customer follow-ups and appointments.
• Assist leadership with reporting feedback related to customer experience trends and opportunities.

Employee Experience & Culture Support

• Support employee satisfaction and engagement initiatives, including onboarding support, recognition efforts, and internal events.
• Help foster a positive, welcoming environment for both team members and guests.
• Partner with management to reinforce dealership values through daily interactions.

Qualifications & Skills

• Strong interpersonal and communication skills (verbal, written, and digital).
• High level of professionalism, emotional intelligence, and attention to detail.
• Comfortable multitasking in a fast-paced environment.
• Experience with CRM systems, phone systems, or customer engagement tools preferred.
• Hospitality, customer service, or automotive dealership experience is a plus.
• Passion for delivering exceptional experiences and being part of a team-oriented culture.

What We Offer

• Competitive compensation
• Professional growth opportunities
• Supportive leadership team
• A culture focused on people, accountability, and continuous improvement
• The opportunity to make a real impact on both customer and employee experience