Service Concierge/Receptionist

ABOUT RBM OF ATLANTA

RBM of Atlanta is a privately owned and family operated Mercedes-Benz dealership with a focus on taking excellent care of our employees which allows us to take amazing care of our clients. We were awarded “Best of the Best” from Mercedes-Benz for 2019 - Georgia's only 6 time winner. We have the largest service center and the largest parts inventory in the state of Georgia. We are deeply established in the southeast and have been Atlanta’s Mercedes-Benz Connection since 1964. RBM of Atlanta has a diverse Drug-Free workforce and is an Equal Opportunity Employer.

Benefits:

• Competitive hourly wage
  • Sales spiffs and monthly bonuses
  • Paid holidays, sick time, and vacations
  • Great work/life balance with a 5-day work week
• Paid training and certification
  • Flexibility to train associates familiar with other brands, including: BMW, Lexus, Infiniti, Acura, Cadillac, Honda, Toyota, Ford, GM, Chrysler, Nissan, etc.
  • Many career paths in both service and sales available
• Competitive insurance and retirement benefits available
  • Medical coverage
  • Company contribution to Health Savings Account for eligible HDHP participants
  • Dental insurance
  • Long-term and short term disability insurance
  • $25,000 company-paid life insurance for full-time employees (additional coverage available)
  • 401(k) retirement plan with company match
• Employee discounts for parts, service and vehicle purchases
• Onsite parking

SERVICE CONCIERGE / RECEPTIONIST

The primary goal of a Service Concierge is to ensure our clients have a truly exceptional experience when coming in for Service. The concierge primary responsibility is to maintain the high quality standards of the business, by providing outstanding customer service, treating each customer with care and the utmost standard of professionalism. You are part of the “air traffic control team” to ensure clients get to the right person at the right time. You will provide our clients with answers to their questions and navigate them through the service appointment process seamlessly while ensuring business policies and procedures are followed at all times.

• Warmly greet and welcome clients and other quests to the dealership. Use my dealer lot technology to greet customers by name. Do not leave the work station desk unattended.
• Manage the waiting area and amenities. Ensure that the snack area is always clean and fully stocked.
• Actively listen to our clients and their needs and interpret body language in order exceed client’s expectations, solve problems, and de-escalate issues. Record details of inquires, comments, and complaints.
• Generate courtesy car loaner agreements, explain terms to clients, collect required documentation, and complete vehicle inspections. Check-in courtesy cars being returned by clients when picking up their vehicle from service.
• Check-in clients for service appointments and ensure that no client waits too long to speak with an advisor.
• Maintain tow-in log and lost-and-found.
• Check-out clients picking up their vehicles from service, collect payment, and connect them with their advisor or manager if they have questions. Support the active delivery process.
• Maintain a neat and professional appearance at all times. Must be upbeat and very personable.
• Proactively communicate potential issues with customers, management and other departments in order to provide the best possible customer experienceComplete required Mercedes-Benz and dealership training.
• Complete required Mercedes-Benz and dealership training.
• High manufacturer CSI customer satisfaction survey scores is a must, you’re part of this process and review.
• Abide by company policy and departmental best practices and procedures.
• Other duties as assigned.

Requirements and Qualifications:

• Prior to being employed, applicants for employment must participate in RBM’s normal screening process which includes: completing a full employment application; satisfactory criminal, credit and driving records checks (where applicable); in-person interviews and other inquiries.
• High school diploma or the equivalent.
• Authorized to work in the USA for any employer.
• Previous experience in a similar role with similar responsibilities.
• Basic communication and problem solving skills.
• Basic mathematical skills using American units of measure.
• Physical demands include: frequently position body and move in order to greet clients, retrieve files, and inspect and drive vehicles, detect and identify vehicle issues and shop safety concerns; exert force to move/manipulate objects (up to 20lbs occasionally, 10lbs frequently); operate tools and equipment; repetitive motion. Work is conducted inside, outside, and in a shop environment in proximity to moving vehicles.