Service Lane Guest Experience Specialist

POSITION PURPOSE

The Service Drive Vehicle Acquisition Specialist – Loyalty Concierge is responsible for offering every eligible service customer a complimentary, no-obligation vehicle appraisal. The goal is to acquire quality used vehicles for the dealership and identify service customers who may be ready to purchase or lease another vehicle.

This department is a loyalty department that takes the existing customer and does what’s right for the customer. On every visit to the Service Department, the Loyalty Concierge will have a ‘Valuation Appraisal’ to present to the customer. Like a cup of coffee, we will always inform our customers of what their vehicle is worth. Whether we can help the customer better their monthly payment, lower their current APR or upgrade them into a vehicle that they really want, we will be there to assist them. This department will strive to serve the customers how they want to be served. Not hard firm sales of any sort.

Goal = Every Customer, Every Day … will receive this Valuation Appraisal

RESPONSIBILTIES

• Complete qualifying acquisitions from the service drive. Those include:
  • A vehicle purchased directly from a service customer.
  • A vehicle accepted as a trade-in from a service customer.
  • A vehicle acquired through an appointment or follow-up generated and documented by the employee.
• Employee is required to provide complimentary appraisal to at least 90% of eligible service customers.
• Every customer contact and appraisal opportunity is to be documented in the CRM.
• All assigned follow-ups will be completed on time.
• Ensure that there are no substantiated customer complaints concerning pressure, misleading information or unauthorized promises.
• Review the daily service appointment schedule and look ahead to the week’s set appointments.
• Introduce the complimentary appraisal program to every eligible customer.
• Gather vehicle condition, mileage, ownership and payoff information.
• Coordinate appraisals with the Used Car Manager.
• Present manager-approved offers professionally.
• Identify customers interested in upgrading, purchasing or leasing.

• Make a smooth introduction to the assigned salesperson.
• Follow-up with appraisal customers after 24 hours, seven days and 30 days.
• Keep complete and accurate CRM notes.
• Never pressure customers or interfere with the service advisor’s relationship.
• Other duties as directed by Manager

QUALIFYING TRANSACTION RULES

To receive credit:

• The customer must originate from the service drive.
• The opportunity must be documented in CRM / VinSolutions before the customer is turned over to the sales or appraisal team.
• The employee must record the customer, vehicle, mileage, appraisal status and follow-up activity.
• Acquisition values must be approved by the Used Car Manager.
• The employee may not promise a specific purchase value without management approval.
• A customer already working with the sales department during the previous 30-days will require management approval before service-drive credit is awarded.
• Management will make the final determination regarding duplicate customers or disputed sourcing.

WHEN BONUSES ARE EARNED

An acquisition bonus is earned after:

• The dealership has taken possession of the vehicle.
• Required title, payoff and acquisition documents are complete.
• The transaction is finalized and all funds have cleared.

If a transaction is canceled or unwound before these requirements are satisfied, the transaction does not qualify. Once compensation is earned, it will not be retroactively reduced.

PLAN ADMINISTRATION

Bonuses will be calculated monthly and paid through regular payroll on the 21st of each month for the prior month’s performance.

This compensation plan does not guarantee a specific number of hours, transactions or compensation. The dealership may modify the plan prospectively by providing written notice. Changes will not reduce compensation that has already been earned.