Hybrid Service Concierge na RV DIRECT LLC

Description

JOB SUMMARY:

Perform orientation walk thru for all RV’s sold at time of customer’s delivery day. Educate customer on how to operate and use their new RV. Answer all questions customers may have during the walk thru process as well as after if contacted by customer or direct them to the proper advisor for answers. Be the contact point for the customer during their delivery day for any questions they may have. Direct customer through proper department’s day of delivery once orientation has been completed. Close up RV so that it’s ready for transit.   

ESSENTIAL FUNCTIONS

1. Perform orientation on all makes and models of RV’s day of customer delivery
2. Educate customer on how to operate their new RV within two hours 
3. Notify delivery coordinator of all issues that may become a problem during the walk thru
4. Create and maintain a safe work environment that meets all requirements
5. Hold a very high standard of customer service throughout the delivery process
6. Demonstrates Corporate Values in action within the department and organization
7. Set up both the red-carpet display and unit before customer arrives to take delivery
8. Go over all ‘Due Bill’ items and promises made to the customer to make sure they have been completed day before delivery date
9. Help to transport RVs on the lot when there are no delivery dates set

ADDITIONAL RESPONSIBILITIES:

1. Assumes other activities and responsibilities from time to time as directed
2. Commitment to ongoing personal and professional along with product knowledge 
3. Provides orientation videos of our own products to post on the website
4. Ability to walk up to 3 orientations per day if needed

PERFORMANCE METRICS:

1. Maintain 90% or higher for CSI surveys measured on a monthly basis by delivery coordinator. 
2. 100% completion of delivery setup of red carpet and unit before customer arrives at dealership.
3. Effectively perform an orientation walk thru to customers satisfaction within 2 hours.
4. Inspect unit and ‘Due Bill’ items for completion the day before customers delivery date.
5. Problem solves issues that may come up during delivery to ensure customer satisfaction.

Requirements

EDUCATION AND EXPERIENCE:

1. Prior customer service skills is a plus
2. Prior role or training Problem solving skills is a plus
3. Prior training in communication is a plus
4. Proven ability to train, and educate people

PERSONAL CHARACTERISTICS:

1. Ability to set and meet goals
2. Meticulous attention to detail
3. High degree of problem-solving skill
4. High customer satisfaction skills
5. Well-developed interpersonal skills. Ability to get along with diverse personalities. Tactful, mature. 
6. Ability to be decisive and able to recognize and support the organization's preferences and priorities. 
7. Strong communication skills, written and verbal. 
8. Results oriented with the ability to balance other business considerations.