Lincoln Concierge

The Lincoln Concierge is a critical role at the dealership and reports directly to the General Manager and works closely with the General Sales Manager and Customer Experience Manager.

The Lincoln Concierge is the first place Lincoln clients should be calling with whatever questions that they might have.

The Lincoln Concierge is also a key enabler for Service write up, scheduling service, scheduling pick up and delivery events, and building a relationship with the clients.

Professionalism, communication skills and attention to detail are critical for the success of this position. Incumbent would typically work Monday - Friday 9am

• 5pm but some evening and/or Saturday hours could be required.

Responsibilities

• Act as single point of contact to Lincoln clients for all their sales and service needs be involved in all sales and service introductions, dealership tours and at vehicle deliveries.
• Involved in Lincoln marketing activities especially events/event planning, social media, offsite events, sponsorships and partnerships.
• Coordinate Lincoln Discovery Drives.
• Ensure all phases of ePDI are completed prior to delivery.
• Be involved in the Lincoln delivery process (greetings on arrival, transitions, introductions, waiting time, warm farewell...)
• When not present at vehicle delivery, followup with a personalized call to introduce self and explain Lincoln Owner benefits to client relative to service. Assist in setting up first service appointment.
• Coordinate or followup on all service needs for Lincoln clients: Service appointments, Pickup and delivery, Lincoln loaner, Shuttle, Complimentary Lincoln Wash.
• Ensure Pickup and Delivery process and standards are in place and consistent (appointment coordination, appointment confirmation, Lincoln Loaner delivery, text updates, Lincoln wash, Lincoln redelivery, followup after service)
• Ensure the Lincoln service experience in dealership is consistent (arrival, Lincoln loaner/shuttle/wait, regular updates, Lincoln wash, departure / warm farewell, followup after service)
• Ensure any client preferences / needs are noted in CRM, shared with appropriate team mate(s) and in place during all interactions.
• Ensure all Lincoln Loaners are clean, fueled and available according to service needs on a daily basis.
• Coordinate/manage Lincoln Loaner usage on a daily/weekly basis to ensure 50% loaner usage on each unit
• Always anticipate clients' needs or concerns by "walking the process" in the dealership from the clients' point of view.

Skills and Qualities

• Be a proactive problem solver and be able to multi task.
• Be positive and manage stress in a professional, calm manner.
• Be attentive (ie: respond to inquiries, follow up), available and empathetic.
• Have an exemplary and respectful attitude at all times.

Experience and Qualifications

• 2 years in a customer service and/or hospitality position with a notable record of customer satisfaction
• OMVIC License is not required but would be useful

Job Types:
Full-time, Permanent

Salary:
From $50,000.00 per year

Benefits:

• Company pension
• Dental care
• Disability insurance
• Employee assistance program
• Life insurance
• Onsite parking
• Store discount
• Vision care

Flexible Language Requirement:

• French not required

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Bolton, ON L7E 4C7: reliably commute or plan to relocate before starting work (required)

Work Location:
In person

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