Service Concierge

Job Summary

The Service Concierge is responsible for providing an exceptional customer experience by welcoming customers, assisting with their service needs, coordinating vehicle drop-offs and pick-ups, and supporting the service department's daily operations. This position serves as a key point of contact between customers, Service Advisors, technicians, and other dealership personnel to ensure a smooth, professional, and convenient service experience.

The ideal candidate is customer-focused, organized, professional, and able to work in a fast-paced dealership environment.

Key Responsibilities

Customer Service & Guest Experience

• Greet customers promptly and professionally upon arrival at the service department.

• Provide a welcoming, friendly, and professional customer experience.

• Assist customers with questions regarding service appointments, vehicle drop-off, pick-up, and dealership amenities.

• Direct customers to the appropriate Service Advisor or department.

• Maintain a high level of customer satisfaction throughout the service visit.

• Handle customer concerns professionally and escalate issues to management when necessary.

Vehicle Check-In & Check-Out

• Assist customers with vehicle drop-off and pick-up procedures.

• Verify customer information and appointment details as needed.

• Help coordinate vehicle keys, paperwork, and service-related documentation.

• Ensure vehicles are properly identified and directed to the appropriate service area.

• Assist with vehicle delivery to customers once service work is completed.

Service Department Support

• Assist Service Advisors with daily workflow and customer requests.

• Help maintain an organized and clean service drive, customer waiting area, and vehicle delivery area.

• Monitor customer traffic and help ensure customers are assisted in a timely manner.

• Communicate effectively with Service Advisors, technicians, cashiers, and service management.

• Assist with administrative tasks, including paperwork, appointment coordination, and customer follow-up as assigned.

Professionalism & Safety

• Follow dealership policies, procedures, and customer service standards.

• Maintain confidentiality of customer information and vehicle records.

• Follow all dealership safety procedures when handling or moving vehicles.

• Maintain a professional appearance and positive attitude.

• Protect customer vehicles from damage and report any concerns immediately.

Qualifications & Requirements

• Excellent customer service and communication skills.

• Professional appearance and a friendly, customer-focused attitude.

• Strong organizational and time-management skills.

• Ability to multitask in a fast-paced environment.

• Valid driver's license with an acceptable driving record, if vehicle movement is required.

• Ability to operate vehicles safely and responsibly.

• Basic computer skills and the ability to learn dealership software.

• Previous automotive, dealership, hospitality, or customer service experience preferred.

• Ability to work collaboratively with a team.

Performance Expectations

The Service Concierge will be evaluated based on:

• Customer satisfaction and quality of customer interactions.

• Timeliness of greeting and assisting customers.

• Accuracy of vehicle handling and check-in/check-out procedures.

• Communication and teamwork with the service department.

• Organization and cleanliness of the service drive.

• Compliance with dealership policies and safety procedures.

Physical Requirements

• Ability to stand and walk for extended periods.

• Ability to enter and exit vehicles frequently.

• Ability to work indoors and outdoors in varying weather conditions.

• Ability to assist with vehicle movement and other physical tasks as required.