Service Experience Concierge

Company: International Kia Orland Park
Location: Tinley Park
Posted on: August 5, 2022

Job Description:

The International Autos Group is a family owned and operated group of dealerships serving customers in the Milwaukee, Sheboygan, Chicago, Northwest Indiana markets and Minnesota. The owner of the organization is Ralph Mauro, the son of Frank Mauro, who purchased his original dealership in 1968. Frank Mauro left behind quite a legacy and one that included instilling strong work ethics in Ralph. In turn, Ralph instilled those hard work ethics in his son, Francis, who became the third-generation of the Mauro family to join the auto industry. The International Autos Group will do all they can to promote their employees' growth in the company.Basic Job Summary: The Service Experience Concierge is responsible for creating and maintaining a high level of customer service satisfaction by providing timely service follow up and a means of resolving customer conflicts that does not compromise the customer's good will.Specific Responsibilities:Contact every service customer within 24 hours of the completion of the work performed on their vehicle and subsequent departure from the service departmentConduct a brief text follow up message asking each customer to rank their experience and comment if needed in a friendly, courteous, and truly concerned manner (follow up by phone and email if texting is not available)Complete a contact report for each follow up call and resolution as and distribute the copies to Advisors, Techs and ManagersDetermine why any customer is not satisfied and make arrangements to meet with those customers who are dissatisfied and work with them and the appropriate service department personnel to resolve their problemsMake the policy adjustments necessary to satisfy customers within the limits established by managementManagement of Kia KSI site, including alerts and communication to customers both positive and negative as well as keeping invite lists informed on survey statusAdvise the Corporate Fixed Ops Director regarding situations or conditions that compromise the ability of the dealership to generate very satisfied customersProvide a weekly summary of customer relation's activities well as a ranking per Advisor from customer texts as an internal measurement of KSI to the Corporate Fixed Ops Director and GMWE OFFER:Paid vacationFlexible work hoursMedical, dental, and vision401KClosed Sundays

Keywords: International Kia Orland Park, Tinley Park , Service Experience Concierge, Hospitality & Tourism , Tinley Park, Illinois