The posting
SERVICE CONCIERGE/LOANER CAR AGENT
Become a Rusnak! Join Rusnak Auto Group, a leading automotive organization with over 60 years of success serving Greater Los Angeles and Southern California. We are proud to offer a dynamic, diverse, ethical, and professional workplace where dedicated team members thrive while representing some of the world's most sought-after luxury automotive brands.
About the Role
Our Porsche dealership in Westlake is seeking a Service Concierge/Loaner Car Agent. This is a great opportunity to take your automotive career to the next level. In this position, you will contribute to the success of Rusnak Group by providing assistance with the growth and performance of the service department to achieve strategic plan goals. Implement best business practices and The Rusnak Standards to deliver superior client and associate satisfaction.
Compensation: $23.00/hr. - $26.00/hr.
*Compensation will be based on experience and skill level.
Benefits:
- Professional Development
- Competitive Pay
- Comprehensive Health Coverage (Medical, Dental, Vision, Life, LTD)
- Employee Assistance Program
- 401(k) Retirement Plan
- Sick Pay, Vacation, and Holiday Pay
- Employee Wellness Program
- Flexible Spending Account
- Employee Referral Bonus Program
- Employee Discounts/Perks
Responsibilities
Effectively and Efficiently Ensure All Customer Service Components are Completed Professionally
- Greets all customers entering the service area with a friendly, upbeat attitude, answers their questions, and directs them to the appropriate person or location. Assists with service traffic flow and parking.
- Assists all customers on service drive with requested concierge services.
- Consistently determines if customers coming into service drive have an appointment.
- Records customer's name, VIN, tag number, mileage, existing vehicle damage and any other required information as per Dealership standards upon customer arrival.
- Performs key reads and all other related functions to increase efficiency customer check-in process as needed.
- Controls service traffic flow and parking on a daily basis.
- Assists lot attendant with duties at the service counter.
- Ensures all customers are escorted to cars after completed service and any final questions answered by the appropriate team member.
- Provides assistance for department for Service Sales Advisors on an as needed basis.
- Performs administrative duties such as filing, collating documents, faxing and scanning as needed.
- Properly creates loaner car agreements insuring that clients provide current driver’s license, current insurance and valid credit card.
- Provide client with explanations about potential charges that can arise from using our loaner vehicle.
- Provide a seamless handoff of the loaner vehicle to the client explaining the walkaround sheet, the vehicle itself and what is expected upon their return to the dealership.
- Create repair orders to charge clients for toll road violations, parking tickets or damage to vehicle.
- Check loaner vehicles for outstanding recalls or updates and create repair order to get work accomplished.
- Daily check on existing inventory for compliance of our standards such as full tank of gas, cleanliness of vehicle and mileage.
- Check in vehicles as they come in from finished clients. Go over vehicle for possible damage, non compliance with fuel levels at time of checkout, excessive miles and cleanliness.
- Insure returned vehicles are washed, fueled and ready to go for clients within a 2 hour period of initial return.
Delivers An Exemplary Customer Experience Through Utilization of Core Practices
- Delivers a professional/exemplary experience through utilization of best core practices.
- Listens actively and communicates clearly to identify and document concerns.
- Identifies client needs beyond expressed concerns and adopts a “consultative- value added” approach.
- Nurtures working relationships to generate repeat and referral work.
- Integrates the “Rusnak Standard” with personal values into all interactions.
Build Effective Internal and External Client Relations/Retention:
- Develops, implements a strong “Client-Centric” vision and utilizes “The Rusnak Standard,” best core practices, as well as professional and exemplary service to ensure that every internal and external Client of the dealership has an extraordinary experience during every encounter.
- Actively listen and communicate, verbally and in writing, in a courteous, professional, clear, concise, and correct manner to identify Client needs beyond expressed concerns, and develops projects and campaigns aimed at meeting these identified needs.
- Responds in a timely, courteous, and professional manner with a “consultative, value-added” approach to secure Client understanding and develop a stronger business relationship and future business.
Exemplify the Brand and Corporate Culture:
- Seizes every opportunity to improve Client satisfaction by maintaining a professional demeanor in all interactions and working in accordance with Company standards; works to ensure that all projects are executed in a manner that exemplifies the corporate culture.
- Respect and demonstrates passion for the RUSNAK brand and our manufacturers’ brands; conducts work-related projects professionally, respectfully, honestly and in an ethical manner, particularly with respect to interactions with internal/external Clients, vendors, business associates, and at work, any event and/or activity that is related to RUSNK and/or its manufacturers.
- Maintains a professional and well-groomed appearance at all times.
Initiate Relevant Professional Development:
- Seek out opportunities to enhance organizational, personal communication, and negotiation skills.
- Maintain current job and product knowledge to improve effectiveness with Clients and assigned tasks.
- Consistently produces efficient work, even in peak periods, that meets “The Rusnak Standard.”
Ensure A Safe Work Environment:
- Accept individual responsibility and accountability for complying with the Company Health and Safety (H&S) processes while working on projects, initiatives and other work-related duties; performs job duties in a way that will not cause personal danger, endanger other individuals, or violate local, state, federal, environmental regulations.
- Promptly corrects or reports any hazard or potential hazard or unsafe work condition to Director of Facilities or Human Resources; wears personal protective equipment, when required; ensures work location is kept safe, neat, organized, and organized.
Be an Effective and Proactive Team Member:
- Interacts with Clients, employees, vendors, and associates in a respectful, professional manner.
- Maintains a positive work attitude, including adjusting to unexpected changes or requirements and undertaking tasks that fall outside of the routine job with enthusiasm, and assisting others whenever possible to meet Client requests and business demand.
Education, licenses, certification, and/or essential qualifications
- Desired: Minimum of 2 years in position of Customer Service or similar positions in Automotive Dealership, Retail, or Sales industries.
- Required: H.S. Diploma/GED
- Excellent interpersonal and customer service skills; at least 2 years retail related experience.
- Strong verbal and written communication skills.
- At least eighteen (18) years of age.
- Required: Current California Driver License with satisfactory Department of Motor Vehicle driving record.
