• Product Concierge Specialist

    Job ID
    Thousand Oaks , CA
    Regular Full-Time
    Business Unit
    BMW Westlake
    # of Openings
  • Overview

    Product Concierge Specialist


    The mission of this position is to contribute to the success of Rusnak Automotive Group (the Company) by

    ensuring that customers begin their ownership experience with full knowledge of their vehicle’s operation.


    Effectively and Efficiently Performs Detailed Customer Education and Delivery on All Models

    • Ensures that vehicle has met all pre-delivery checklist requirements.
    • Programs personalized settings prior to customer delivery.
    • Sets expectations for length of delivery of vehicles.
    • Assesses customer knowledge and priorities to personalize delivery for every customer experience.
    • Explains and demonstrates vehicle features and technologies, and focuses on customer comfort level and retention.
    • Follows up with customers within one to two weeks after delivery to answer questions or conduct a second delivery to teach additional feature operations.
    • Resolves customer inquiries for vehicle technology issues.
    • Directs customers to additional information resources.
    • Conducts owner clinics on a consistent basis (e.g., new owner clinics, franchise infotainment how-to workshop)
    • Utilize CRM daily to assist in responding to new leads promptly.
    • Follow-up with “Lost Sale” prospects to ensure satisfaction.

    Consistently Provides Assistance to Customers in Service Waiting Areas

    • Assists customers at the service drive with vehicle inquiries.
    • Visits the customer lounge to introduce Product Concierge services and share valuable vehicle technology insights with customers.

    Efficiently and Effectively Trains Team Members on Key Vehicle Technologies

    • Trains the sales and service staff on key technologies and how to best explain and demonstrate them to a customer.
    • Answers product questions on the telephone and during walk-ins.
    • Troubleshoots vehicle technology features.
    • Troubleshoots vehicle system features.

    Effectively Assists Management in Department Scheduling, Planning and Customer Service

    • Assists in directing and scheduling of all department employees, ensuring proper staffing at all times.
    • Actively shares responsibility with the sales manager for planning and leading sales meetings.
    • Regularly attends managers meeting and assists in preparation.
    • Assists (GSM) or (SM) with proactive planning and implementation of various projects.
    • Ensures that dealership policies and procedures are followed by salespeople.
    • Provides administrative support as needed for the Sales department.

    Effectively Assists Sales Department in Vehicle Tracking

    • Reports all new and used sold vehicles to MFR.
    • Arranges all vehicle transportation to the customer as needed.
    • Ensures consistent follow-up with customers after a vehicle is sold.
    • Updates all new and used vehicle inventory consistently and in a timely manner.
    • Regularly stocks vehicles in ADP in a timely manner.


    • Experience Desired: A minimum of 1 year in position of Customer Service or similar positions in Automotive, Retail, Sales, Hospitality industries.


    High School Diploma/GED : Required

    Licenses Required

    Valid CA Driver License, Valid CA Sales License


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