Service Concierge/Loaner Car Agent

About the role

Our Porsche dealership in Westlake is seeking a Service Concierge/Loaner Car Agent. This is a great opportunity to take your automotive career to the next level. In this position, you will contribute to the success of Rusnak Group by 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.

Responsibilities

• 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.
• Properly creates loaner car agreements insuring that clients provide current driver’s license, current insurance and valid credit card.
• Provide client with explanations about potential charges that can arise from using our loaner vehicle.
• Provide a seamless handoff of the loaner vehicle to the client explaining the walkaround sheet, the vehicle itself and what is expected upon their return to the dealership.
• Create repair orders to charge clients for toll road violations, parking tickets or damage to vehicle.
• Check loaner vehicles for outstanding recalls or updates and create repair order to get work accomplished.
• Daily check on existing inventory for compliance of our standards such as full tank of gas, cleanliness of vehicle and mileage.
• Check in vehicles as they come in from finished clients.
• Go over vehicle for possible damage, non compliance with fuel levels at time of checkout, excessive miles and cleanliness.
• Insure returned vehicles are washed, fueled and ready to go for clients within a 2 hour period of initial return.
• 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.
• Build Effective Internal and External