Mercedes-Benz Product Concierge

MERCEDES-BENZ MANHATTAN, INC. - Manhattan, NY (30+ days ago)


About Mercedes-Benz Manhattan, Inc.

For over 60 years, Mercedes-Benz Manhattan has been the place that people come to when it’s time to fulfill a dream. This is true of our clients, as well as of our 300 associates. As the only retail dealership owned wholly by Mercedes-Benz USA/Daimler AG, Mercedes-Benz Manhattan shares the pride built upon the heritage of the invention of the first automobile and over 125 years of exceptional engineering.

Fulfilling our founders’ promise to deliver ‘the best or nothing’ requires the efforts and talents of many exceptional people. We focus on the principles of Service Excellence, Innovation and Leadership that the world has come to expect from the extraordinary brand we represent. And we strive to make our workplace one in which individuals feel challenged, fulfilled, and able to reach their full potential.

Primary Purpose

The Mercedes-Benz Product Concierge performs outstanding vehicle deliveries, ensuring that customers begin their ownership experience with full knowledge of their vehicle’s operation. These customer-centric deliveries will create an elevated experience for Mercedes-Benz owners. Special emphasis is placed on properly educating customers and ensuring that they have a strong level of comfort with the operation of the high-tech features and functions of their new vehicle. The Product Concierge must delight every customer, every time.

The Product Concierge will be the on-site expert for customers and associates who uses his/her great teaching skills to clearly demonstrate and explain high-technology features like navigation systems, entertainment and communication systems, and advanced safety and performance features.

Job Deliverables

To provide a consistently outstanding brand and customer experience through consistently outstanding preparation, attitude, and teamwork.

Deliver vehicles to customers which includes: ensuring that vehicle has met all pre-delivery checklist requirements, programming personalized settings prior to customer delivery, setting expectations for length of delivery, assessing customer knowledge and priorities to personalize delivery, explaining and demonstrating vehicle features and technologies while 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.

Use keen listening skills to understand a question and then answer with either a demonstration, description or clear set of step-by-step instructions.

Direct customers to additional information resources.

Assist Sales Consultants in demonstrating vehicle features for prospective customers.

Train sales and service associates on key technologies and how to best demonstrate the features to customers.

Assist returning customers with technologies in their vehicles.

Answer product questions via telephone and during walk-ins.

Troubleshoot vehicle technology features.

Conduct new owner clinics.

Visit the customer lounge to introduce Product Concierge services and share valuable vehicle technology insights with customers.

Requirements

Must have 1+ years experience in luxury automobile industry - preferably Dealership experience.

Mercedes-Benz Product Concierge experience - a plus

Must be able to work evenings and weekends – or even work on-call

Work Holidays when required

Must be articulate, enthusiastic, and a self-motivated team player and maintain a positive attitude

Must have the desire and capability to turn a frustrated customer into a happy customer

Adhere to and utilize company guidelines and policies

Solutions- and detail-oriented

Maintain professional appearance at all times

Be able to withstand physical demands of the job

Must have valid driver's license

Job Type: Full-time

Experience:

  • Customer Service: 1 year