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Job Description
Company Description The Craig Zinn Automotive Group is a renowned automobile dealership group serving South Florida, offering services such as auto sales, leasing, rental, financing, repairs, and more. It operates several factory-authorized dealers, including Toyota of Hollywood, Lexus of Pembroke Pines, Acura of Pembroke Pines, Lexus of North Miami, and Subaru of Pembroke Pines. The company places a strong emphasis on quality, honesty, and integrity, valuing excellence in personal and business relationships as key pillars of its success. With a customer-centric approach, Craig Zinn Automotive Group aims to provide a comprehensive and superior automotive experience. Job Summary The Client Experience Concierge is responsible for delivering a high-touch, non-sales customer experience for all service customers. This role ensures every customer is greeted, supported, and informed throughout their service visit. Acting as a primary point of contact between customers, service staff, and internal teams, the Client Experience Concierge plays a critical role in driving service customer retention, satisfaction, and loyalty.
Essential Functions:
(Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.) Greets and engages every Service customer upon arrival in a professional and friendly manner. Serve as a point of contact for answering basic questions and providing support. Ensures customers are properly checked in with their Service Advisor. Provides general information regarding service timelines, dealership amenities, and vehicle status. Offers vehicle market value information when appropriate using approved, non-sales language. Shares current programs or upgrade information only when requested by the customer. Identifies and documents potential customer interest for vehicle upgrades without selling. Logs all customer interactions accurately in the CRM system (DriveCentric). Creates follow-up tasks and notes in the CRM for service-to-sales handoff. Conducts same-day and follow-up customer communications via phone or text as required. Performs daily preparation by reviewing upcoming service appointments and preparing customer information in advance. Maintains a professional appearance and positive attitude at all times. Communicates effectively with service advisors, managers, and sales leadership. Follows all dealership policies, procedures, and approved scripts.
Required Education & Experience:
High School Diploma or Equivalent; or at least one to two years of related experience and/or training; or equivalent combination of education and experience. Experience in the automotive industry preferred. Experience working in a customer facing role.
Knowledge, Skills and Abilities:
Excellent communication and interpersonal skills, ability to quickly build trust and establish credibility. Basic knowledge or ability to use internet software; spreadsheet software and word processing software. Professional, customer-focused demeanor. Ability to multitask effectively in a fast-paced environment. Comfortable using CRM systems and basic computer applications. High attention to detail with a focus on accurate documentation. Ability to work independently while following established processes Basic computer software and internet proficiency.
Physical Demands:
While performing the duties of this job, the employee is regularly required to talk or hear. Frequently required to stand; walk and reach with hands and arms. Occasionally required to sit and use hands to finger, handle, or feel. The employee must occasionally lift and/or move up to 5 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and depth perception. Employee must be able to use different type of equipment and/or tools: computers, printers, staplers, etc. The employee is expected to make quick decisions, remember processes, maintain focus, complete tasks independently, and complete tasks in situations that have a speed or productivity objectives and/or sales quota.
Work Environment:
While performing the duties of this job the employee is frequently exposed to office/indoor conditions with occasional outdoor weather conditions. The employee is occasionally exposed to moving vehicles. The noise level in the work environment is usually moderate.
Other:
Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position. Due to the critical nature of the automotive industry, employees may be required to work varying schedules to reflect the business needs of the dealership. In addition, attendance at all scheduled training sessions and meetings is required. Upon employment, all employees are required to fully comply with Company rules and regulations for the safe and effective operation of the facility. Please, note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
