Product Concierge Specialist | Porsche Westlake

Rusnak Auto Group - Thousand Oaks, CA

Full-time - Entry Level

Thousand Oaks, CA

Repair and Maintenance

About the position

Rusnak Auto Group is seeking a Product Concierge Specialist for our Porsche Westlake dealership in Thousand Oaks. 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. You will be responsible for detailed customer education and delivery on all models, assisting customers in service waiting areas, training team members on key vehicle technologies, and supporting management in department scheduling and customer service. This position requires a passion for luxury cars and a commitment to providing exceptional customer service.

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, focusing 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).
• Utilizes CRM daily to assist in responding to new leads promptly.
• Follows up with 'Lost Sale' prospects to ensure satisfaction.
• 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.
• 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 and system features.
• 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.
• 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.

Requirements

• A minimum of 1 year in position of Customer Service or similar positions in Automotive, Retail, Sales, Hospitality industries.
• High School Diploma/GED is desired.
• Valid CA Driver License is required.
• Valid CA Sales License is required.

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.