Product Concierge Specialist

Join Rusnak Auto Group, a leading automotive organization with over 60 years of success serving Greater Los Angeles and Southern California. We offer a dynamic, diverse, ethical, and professional workplace where dedicated team members thrive while representing some of the world’s most sought-after luxury automotive brands.

About the role

Our Mercedes-Benz dealership in Arcadia is seeking a Product Concierge Specialist. 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.

Responsibilities

• Effectively and efficiently perform detailed customer education and delivery on all models.
• Ensure that the vehicle has met all pre-delivery checklist requirements.
• Program personalized settings prior to customer delivery.
• Set expectations for the length of vehicle delivery.
• Assess customer knowledge and priorities to personalize delivery for every customer experience.
• Explain and demonstrate vehicle features and technologies, focusing on customer comfort level and retention.
• Follow up with customers within one to two weeks after delivery to answer questions or conduct a second delivery to teach additional feature operations.
• Resolve customer inquiries for vehicle technology issues.
• Direct customers to additional information resources.
• Conduct 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.
• Assist customers in service waiting areas and at the service drive with vehicle inquiries.
• Visit the customer lounge to introduce Product Concierge services and share valuable vehicle technology insights.
• Train sales and service staff on key vehicle technologies and how to best explain and demonstrate them to customers.
• Answer product questions on the telephone and during walk-ins.
• Troubleshoot vehicle technology and system features.
• Assist in directing and scheduling all department employees to ensure proper staffing at all times.
• Actively share responsibility with the sales manager for planning and leading sales meetings.
• Regularly attend managers meetings and assist in preparation.
• Assist the GSM or SM with proactive planning and implementation of various projects.
• Ensure dealership policies and procedures are followed by salespeople.
• Provide administrative support as needed for the Sales department.
• Report all new and used sold vehicles to the manufacturer.
• Arrange all vehicle transportation to the customer as needed.
• Ensure consistent follow-up with customers after a vehicle is sold.
• Update all new and used vehicle inventory consistently and in a timely manner.
• Regularly stock vehicles in ADP in a timely manner.

Requirements

• A minimum of 1 year in a customer service or similar position in automotive, retail, sales, or hospitality industries.
• Strong verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• High school diploma or GED (ideal).
• Current California Driver License with a satisfactory Department of Motor Vehicle driving record.
• Current California Sales License.

Benefits

• Professional Development
• Competitive Pay
• Comprehensive Health Coverage (Medical, Dental, Vision, Life, LTD)
• Employee Assistance Program
• 401(k) Retirement Plan
• Sick Pay, Vacation, and Holiday Pay
• Employee Wellness Program
• Flexible Spending Account
• Employee Referral Bonus Program
• Employee Discounts/Perks