Product Concierge Specialist/Service Concierge | BMW Westlake

RUSNAK•Thousand Oaks, CA

About The Position

Are you ready to make the next move for your career? Do you have a passion for luxury cars? We are HIRING and we want to hear from you! JOIN OUR TEAM Rusnak Auto Group is a leader in the automotive industry with a stellar reputation in the Greater Los Angeles and throughout Southern California. Our commitment to serve our customers and win their loyalty has seen us expand to 14 locations with beautiful showrooms in Pasadena, Arcadia, Thousand Oaks, Ontario, and Anaheim Hills. With over six decades of success and experience, we strive to satisfy our customers’ exquisite taste by offering 11 extraordinary brands of the most sought after luxury cars. Our BMW dealership in Westlake is seeking Product Concierge Specialist/Service Concierge. This is a great opportunity to take your automotive career to the next level. In this position, In this role, you will contribute to the success of Rusnak Automotive Group by ensuring that customers begin their ownership experience with full knowledge of their vehicle’s operation. In addition, you will be providing assistance with the growth and performance of the service department to achieve strategic plan goals. Implement best business practices and The Rusnak Standards to deliver superior client and associate satisfaction. Rusnak Auto Group is an equal opportunity employer. We are family owned and operated since the 1960s.

Requirements

Experience (desired): Minimum of 2 years in position of Customer Service or similar positions in automotive, Retail, or Sales industries.
Education (required): H.S. Diploma/GED
License (required): Current California Driver License with satisfactory Department of Motor Vehicle driving record.
Excellent interpersonal and customer service skills; at least 2 years retail related experience.
Strong verbal and written communication skills.

Responsibilities

Effectively and Efficiently Performs Detailed Customer Education and Delivery on All Models
Ensures that vehicle has met all pre-delivery checklist requirements.
Programs personalized settings prior to customer delivery.
Sets expectations for length of delivery of vehicles.
Assesses customer knowledge and priorities to personalize delivery for every customer experience.
Explains and demonstrates vehicle features and technologies, and focuses on customer comfort level and retention.
Follows up with customers within one to two weeks after delivery to answer questions or conduct a second delivery to teach additional feature operations.
Resolves customer inquiries for vehicle technology issues.
Directs customers to additional information resources.
Conducts owner clinics on a consistent basis (e.g., new owner clinics, franchise infotainment how-to workshop)
Utilize CRM daily to assist in responding to new leads promptly.
Follow-up with “Lost Sale” prospects to ensure satisfaction.
Consistently Provides Assistance to Customers in Service Waiting Areas
Assists customers at the service drive with vehicle inquiries.
Visits the customer lounge to introduce Product Concierge services and share valuable vehicle technology insights with customers.
Efficiently and Effectively Trains Team Members on Key Vehicle Technologies
Trains the sales and service staff on key technologies and how to best explain and demonstrate them to a customer.
Answers product questions on the telephone and during walk-ins.
Troubleshoots vehicle technology features.
Troubleshoots vehicle system features.
Effectively Assists Management in Department Scheduling, Planning and Customer Service
Assists in directing and scheduling of all department employees, ensuring proper staffing at all times.
Actively shares responsibility with the sales manager for planning and leading sales meetings.
Regularly attends managers meeting and assists in preparation.
Assists (GSM) or (SM) with proactive planning and implementation of various projects.
Ensures that dealership policies and procedures are followed by salespeople.
Provides administrative support as needed for the Sales department.
Effectively Assists Sales Department in Vehicle Tracking
Reports all new and used sold vehicles to MFR.
Arranges all vehicle transportation to the customer as needed.
Ensures consistent follow-up with customers after a vehicle is sold.
Updates all new and used vehicle inventory consistently and in a timely manner.
Regularly stocks vehicles in ADP in a timely manner.
Effectively and Efficiently Ensure All Customer Service Components are Completed Professionally
Greets all customers entering the service area with a friendly, upbeat attitude, answers their questions, and directs them to the appropriate person or location. Assists with service traffic flow and parking.
Assists all customers on service drive with requested concierge services.
Consistently determines if customers coming into service drive have an appointment.
Records customer's name, VIN, tag number, mileage, existing vehicle damage and any other required information as per Dealership standards upon customer arrival.
Performs key reads and all other related functions to increase efficiency customer check-in process as needed.
Controls service traffic flow and parking on a daily basis.
Assists lot attendant with duties at the service counter.
Ensures all customers are escorted to cars after completed service and any final questions answered by the appropriate team member.
Provides assistance for department for Service Sales Advisors on an as needed basis.
Performs administrative duties such as filing, collating documents, faxing and scanning as needed.
Delivers An Exemplary Customer Experience Through Utilization of Core Practices
Delivers a professional/exemplary experience through utilization of best core practices.
Listens actively and communicates clearly to identify and document concerns.
Identifies client needs beyond expressed concerns and adopts a “consultative- value added” approach.
Nurtures working relationships to generate repeat and referral work.
Integrates the “Rusnak Standard” with personal values into all interactions.

Benefits

Professional development and opportunities to grow within a well-respected company
Competitive Pay
Health Insurance Coverage (medical, dental, vision, and life)
Comprehensive Benefits Package including Annual Wellness Fair and Employee Assistance Program (EAP)
401(k) Retirement Plan
Flexible Spending Account
Paid Time-Off (vacation pay, sick pay, holiday pay)
Parental Leave
Employee Perks (sports games, theme parks, etc.)
Employee Referral Bonus Program
Compensation will be based on experience and skill level.
To ensure the safety of our employees and clients, we follow current guidelines and provide face masks and hand sanitizers. We use hospital grade cleaning products and increased cleaning frequency.