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