Genesis Concierge Coordinator

Hyundai Auto Canada Corp. is headquartered in Markham, Ontario and is a subsidiary of Hyundai Motor Company of Korea. Hyundai markets a full line-up of vehicles in this country - from subcompact to premium sedans to sport utility and crossovers - and is committed to providing world-class, well-engineered products paired with a customer shopping and ownership experience that exceed expectations.

When Hyundai entered the Canadian market in 1983, it was the company’s first overseas subsidiary. Since that time, it has grown into one of the best selling automotive brands in Canada. Hyundai’s success can be attributed to the quality, safety, and design of its vehicles, which is reflected in numerous, high-profile awards they have recently won.

The Genesis Concierge Coordinator is responsible for handling all Guest Inquiries and the day to day activities of the Genesis Business Development Centre. This role is primarily focused on delivering Exceptional Customer Service with the goal of achieving Top 3 Premium Automotive Industry Sales Satisfaction (SSI) and Customer Satisfaction (CSI) Scores. The Genesis Concierge Coordinator also acts as a brand ambassador promoting our products with passion and commitment to customer service at every step of the Genesis Customer Journey.

POSITION ACCOUNTABILITIES
- Ensure that customers are provided an unmatched acquisition and ownership experience at all times.
- Manage all Test Drive Requests and ‘Ask a Question’ requests that come in from areas that are not in the direct Primary Market Area (PMA) of an existing Genesis Distributor
- Monitor and respond to Guest reviews on the Genesis Motors Canada Google My Business Page and other social media outlets
- Maintain current knowledge of all sales programs, marketing initiatives, product knowledge and aftersales programs.
- Build relationships and liaise with other departments within Genesis and Hyundai as well as vendors to enable prompt and effective responses to guest inquiries or concerns
- Identify, report and monitor any high risk cases and bring to the attention of the Genesis Customer Experience Team.
- Critically evaluate cases and provide solutions to efficiently resolve issues.
- Thoroughly assess and make decisions on any financial goodwill that may be provided to Genesis guests or Distributors for specific situations.
- Identify and deliver any Opportunity to Delight (OTD’s) to our guest with personalized messages or small gifts.
- Provide reporting either daily, weekly or monthly on all Guest contacts and report out on any anomalies or consistencies realized
- Develop and foster trusting relationships with Genesis Distributors, Genesis Experience Managers and Genesis Experience Ownership Managers
- Work collaboratively with the Customer Experience and larger Genesis team.
- Take the initiative to suggest ideas that support the overall goal of delivering Exceptional Customer Service to all of our Genesis guests.

REQUIRED COMPETENCIES
- Excellent oral and written communication skills and a professional telephone manner are required.
- Excellent analytical and problem solving skills
- Analytical thinking skills are required to ensure that there is the highest level of accuracy in data mining and reporting
- Self-motivated with strong time management skills
- Process Driven
- Strong organizational skills
- Fully Bilingual (English/French) is a requirement.
- Excellent interpersonal and relationship-building skills
- Proficiency in MS Office (advanced MS Excel experience)
- Automotive experience is an asset

REQUIRED EXPERIENCE, EDUCATION AND DESIGNATIONS
- Completion of an undergraduate degree/post-secondary diploma or an equivalent combination of experience and education
- 2+ years of relevant experience in same or similar function

Why join our team?
Our award-winning culture has been recognized through our Great Place to Work certification for the past 4 years. We have been able to achieve this not only thanks to the dedication and commitment of our team members to our business, but also through a variety of fun activities and opportunities throughout the year which allow us to build strong engagement When you join Hyundai Auto Canada Corp., you will become part of an organization that promotes diversity, inclusion and overall well-being. We offer an excellent benefits package including RSP matching, flexible start times, maternity leave top up, an attractive vehicle-lease program, demo vehicles for Managers and education support. We are committed to providing employees with an experience that will help them grow and develop professionally.

Hyundai Auto Canada Corp. is committed to being an equal opportunity employer. We are also committed to meeting the needs of people with disabilities and their accessibility requirements. If you require accommodation during the interview process, please let us know and we will take all reasonable steps required to meet your accessibility requirements.