Automotive Service Customer Relations Concierge

About the Role

The Automotive Service Customer Relations Concierge focuses on delivering exceptional customer experiences before, during, and after vehicle service interactions. The role manages customer touchpoints, coordinates service appointments, resolves concerns, and ensures a concierge‑level experience for every guest while collaborating with service advisors, parts, and management.

Responsibilities

• Greet customers upon arrival and act as the primary point of contact for customer relations throughout the visit.
• Schedule and confirm service appointments via phone, email, and text; maintain accurate appointment records in the dealership system (DMS/CRM).
• Perform proactive outreach for service reminders, follow‑ups, recalls, and campaign notifications to increase retention and service throughput.
• Manage inbound customer inquiries, complaints, and escalations with empathy and timely resolution; escalate complex issues to management when necessary.
• Coordinate with service advisors and technicians to communicate vehicle status updates and estimated completion times to customers.
• Offer concierge services such as ride arrangements, loaner vehicles, and shuttle scheduling where applicable.
• Document customer interactions, feedback, and outcomes in the CRM to support continuous improvement and reporting.
• Support sales and service promotions by communicating benefits and scheduling appointments to drive revenue and customer loyalty.

Qualifications

• High school diploma or equivalent required; associate degree or certification in customer service, business, or automotive technology preferred.
• 1–3 years of customer service experience; automotive dealership experience or service department exposure is a strong plus.
• Excellent verbal and written communication skills; professional phone presence and strong interpersonal skills.
• Proficiency with CRM and dealership management systems (DMS); experience with scheduling tools and basic computer applications (MS Office, email).
• Strong problem‑solving abilities, attention to detail, and the ability to multitask in a fast‑paced environment.
• Customer‑focused mindset with a commitment to delivering a positive guest experience and building long‑term relationships.
• Valid driver’s license and clean driving record preferred for shuttle or loaner vehicle responsibilities.

Benefits

• Competitive hourly pay or salary plus performance‑based incentives.
• Medical, dental, and vision insurance options; employer‑sponsored retirement plan.
• Paid time off, holidays, and opportunities for paid training and professional development.
• Employee vehicle purchase or lease programs and service discounts.
• Career advancement opportunities within service, sales, or management tracks.

Pay

$19 per hour (competitive hourly pay or salary plus performance‑based incentives).

Schedule

Saturdays OFF.