BMW of Fort Wayne Service Concierge at Kelley Automotive Group LLC – Fort Wayne, Indiana

Department: Service

Functions: Responsible for delivering a premium customer experience within the service department. This position supports both customers and service staff by coordinating appointments, providing updates, arranging transportation, and ensuring seamless communication.

Relationships: Reports to Service Manager

Responsibilities and Authority:

Service Concierge

• Conduct proactive customer contact to enhance the customer experience.
• Ensure customers are informed of the online services that are available to them through the My BMW App.
• Ensure that customers are enrolled in and mapped to the online services through the My Garage portion of the My BMW App.
• Inform customers of the available maintenance contract prior to arrival for next scheduled service visit.
• Handle all incoming inquiries in a professional, well-spoken manner.
• Prepared to interact with customers via phone calls every day.
• Assist in coordinating transportation services (loaner vehicles/shuttle rides).
• Support service advisors with administrative tasks as required.
• Assist with follow-up calls or scheduling future service appointments.
• Deliver an exceptional and personalized customer experience every time.
• Any other tasks deemed necessary per Management.

Warranty Clerk/Cashier (on an as needed basis)

• Inspect all claims for 3 C’s-complaint, cause and correction.
• Submit all claims on a timely basis, with a goal of 48 hours from invoice date.
• Review all rejected or returned warranty claims, make any necessary corrections, and submit on a timely basis.
• Reconcile credit memos with warranty schedule to assure proper payments.
• Maintain communication with service and parts personnel.
• Train and relieve cashier as needed.
• Keep updated on all warranty policies and procedures through manuals, bulletins, and meetings.
• Communicate professionally with manufacturers or warranty representatives.
• Communicate professionally with customers and keep them informed during warranty process if necessary.
• Assist the Shop Foreman in updating and maintaining the workshop technology devices.
• Assist with the CenPos Credit Card Processing Software as directed by Management.
• Administer users.
• Assist with installing new machines.
• Update settings and trouble shoot issues.
• Provide firm customer satisfaction.
• Assist Service Advisors by answering phone calls, booking appointments, and writing estimates on an as needed basis as directed by the Service Manager.
• Responsible for collecting funds from service customers in payment for goods and/or services and recording the amount received in an accurate manner.
• Any other tasks deemed necessary by Management.

Qualifications:

High school diploma or equivalent. Previous customer service and hospitality experience (automotive experience is a plus. Excellent interpersonal and communication skills. Friendly, professional demeanor with a customer-first attitude. Proficient in using dealership management systems and basic office software. Must be able to read and comprehend instructions and information. Professional appearance. Valid driver’s license and a clean driving record.

Working Conditions:

Work is performed at a desk in an office setting in the service department. Will be exposed to noise, heat, cold, vibration, dust, exhaust, fumes, and other hazardous and nonhazardous materials. If filling in for cashier, will work at cashier’s window with cash register, computer and adding machine.

NOTE:

THIS IS NOT NECESSARILY AN EXHAUSTIVE LIST OF THE RESPONSIBILITIES, SKILLS, DUTIES, REQUIREMENTS, EFFORTS, WORKINGCONDITIONS ASSOCIATED WITH THIS POSITION. WHILE THIS LIST IS INTENDED TO BE AN ACCURATE REFLECTION OF THE CURRENT JOB, THE DEALERSHIP RESERVES THE RIGHT TO REVISE THE FUNCTIONS, DUTIES AND REQUIREMENTS OF THE JOB OR TO REQUIRE THAT ADDITIONAL OR DIFFERENT TASKS BE PERFORMED WHEN CIRCUMSTANCES CHANGE.

I, the undersigned, understand and have carefully read the contents of this job description. I understand the responsibilities, requirements, and duties expected of me. I ALSO UNDERSTAND THAT THIS JOB DESCRIPTION DOES NOT CONSTITUTE A CONTRACT OF EMPLOYMENT, NOR ALTER MY STATUS AS AN AT-WILL EMPLOYEE. I have the right to terminate my employment at any time, for any reason, and the dealership has a similar right.