Product Concierge

The mission of the Mercedes-Benz Product Concierge – Digital Retail is to perform outstanding vehicle deliveries – both virtual and physical for new car and pre-owned vehicles, to ensure customers begin their ownership experience with full knowledge of their vehicle’s operation.

Responsibilties

The Mercedes-Benz Product Concierge – Digital Retail must provide a consistently outstanding brand and customer experience through consistently excellent preparation, attitude, and teamwork.

The MBM Product Concierge – Digital Retail performs customer-centric deliveries to create an elevated experience for Mercedes-Benz owners.

• Properly educates customers and ensure that they have a strong level of comfort with the operation of the high-tech features and functions of their new vehicle.
• Utilizes expertise and teaching skills to clearly demonstrate and explain high-technology features like navigation systems, entertainment and communication systems, and advanced safety and performance features.
• Delivers vehicles to customers 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.
• Follows up with customers within one to two days after delivery to answer questions or conduct a second delivery to teach additional feature operations.
• Direct customers to additional information resources.
• Set up with customer MercedesMe Connect- ensure vehicle is active prior to customer leaving.
• Assist Digital Sales team with test drives.
• Assist returning customers with technologies in their vehicles.
• Follow up with customers to obtain referrals and repeat business.
• Maintain required Standards of Excellence certification status.
• Must be able to commute to and from location of Manhattan dealership.