Service Concierge

Miami, FL, USA|Onsite

Job Overview

Employment Type

Full-time

Work Schedule

Standard Hours

Benefits

Paid Time Off

Paid holidays

401(k) retirement plan

Health Insurance

Life insurance

Dental Insurance

Vision Insurance

Job Description

Bean Automotive Group is a renowned automotive group known nationally for championing Miami's rich automobile heritage. The company operates across four distinct locations including Kendall Toyota, Lexus of Kendall, West Kendall Toyota, and Lexus of West Kendall. This group has built a solid reputation by focusing on delivering excellent customer service experiences and maintaining strong ties with the community it serves. Its workforce is made up of dedicated associates who carry forward the mission of meeting and exceeding customer expectations in every interaction. Bean Automotive Group prides itself on its comprehensive compensation packages and benefits, which stand out in the automotive industry, making it a desirable place for career-oriented individuals to thrive and grow.

The Service Concierge position at Bean Automotive Group serves a vital role in the Business Development Center (BDC) department. As the first point of contact for customers, the Service Concierge is responsible for managing various communication channels including inbound and outbound phone calls as well as text messages. This role is integral in providing an exceptional customer experience, coordinating customers' service appointments efficiently, and actively contributing to customer retention growth. The position demands excellent communication skills and the ability to handle a high volume of inquiries with professionalism and care. The Service Concierge works closely with service managers and other team members to ensure that customer needs are met swiftly and satisfactorily. This role also involves scheduling service appointments in a way that optimizes workflow and promotes customer convenience. Continuing education and hands-on training are supported to facilitate professional growth and advancement within the company. Overall, this role is ideal for individuals passionate about customer service within an automotive environment and those who seek a dynamic, fast-paced workplace with opportunities for career development.

Job Requirements

Excellent communication skills, both verbal and written
Bilingual - English and Spanish
Maintain a courteous and professional demeanor
Ability to work independently and be self-motivated
Must have a valid driver’s license
High school diploma or equivalent
Previous experience in a customer service role, preferably in a dealership or automotive environment
Proficient in using phones, computer systems, and text messaging platforms
Strong organizational skills and the ability to manage multiple tasks simultaneously
Ability to work in a fast-paced environment and handle stressful situations with professionalism
A positive attitude and a commitment to providing outstanding customer service

Job Qualifications

High school diploma or equivalent
Previous experience in a customer service role, preferably in a dealership or automotive environment
Proficient in using phones, computer systems, and text messaging platforms
Strong organizational skills
Ability to work in a fast-paced environment and handle stressful situations with professionalism
Bilingual in English and Spanish

Job Duties

Answer incoming service department calls promptly and professionally
Provide accurate information about services, appointments, and general inquiries
Route calls to the appropriate team members when necessary
Make outbound calls to remind customers of upcoming appointments
Follow up with customers after service to ensure satisfaction
Contact customers regarding service campaigns, recalls, and other service-related information
Send and respond to text messages from customers regarding service appointments, status updates, and general inquiries
Utilize text communication to follow up on service reminders and customer satisfaction
Greet customers warmly and assist with any questions or concerns
Build and maintain positive relationships with customers to enhance their experience
Resolve customer issues promptly and escalate them to the Service Manager when necessary
Coordinate and schedule service appointments to ensure optimal workflow and customer convenience
Update and manage the service schedule in the dealership's system
Implement strategies to increase customer retention, such as following up with past customers and encouraging repeat business
Monitor customer feedback and work to continually improve the service experience