Delivery Specialist​/Service Drive Concierge

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Full Time Sales Auburn, MA, US

9 days ago Requisition

Salary Range: $55,000.00 To $60,000.00 Annually

The Delivery Specialist/Service Drive Concierge is a liaison between the customer and the sales team. The Delivery Specialist is responsible for delivering comprehensive product information and superior customer experience before, during, and after the sales process. They are first and foremost product specialists, with the ability to answer questions and explain the functionality of the vehicles to the customer. Follow-up from the Delivery Specialist will ensure good customer service after the delivery.

The Service Drive Concierge is responsible for converting our active service customers into potential sales customers. They work directly with the Service Drive Manager and Service Personnel to provide a smooth and professional transaction.

• Understand and deliver the PMG sales process daily
• Log the customer in the CRM, meet and greet and interact with customers effectively.
• Provide and offer comprehensive product information throughout the sales process to customers.
• Fully explain vehicle features, applications, and benefits.
• Provide a comprehensive and detailed vehicle delivery explaining all manuals, brochures, and literature.
• Assist customers in setting up their manufacturer profile and telematics.
• Maintain a process of follow-up and 2nd deliveries to ensure good customer service
• Engage customers to return to the retailer for a follow-up delivery and perform a customer-focused explanation of sophisticated systems for customer understanding and satisfaction.
• Follow up with customers after the sale and all deliveries to ensure the customer is satisfied to positively impact customer loyalty.
• Learn and operate customer retention tools and set appointments for vehicle upgrades.
• Study and understand competitors and our brand’s advantages over each.
• Achieve customer satisfaction targets as assigned by management (NPS/OSAT)
• Assist sales staff with customer communication if needed. (e.g. Insurance follow-up, call the customer or take a message)
• Uphold high ethical standards and maintain a professional appearance at all times.
• Schedule may vary depending on customer and/or dealer needs.
• All other tasks assigned by management

• Meet and greet clients in the service drive and provide them with an opportunity and information regarding our Patrick Upgrade Package.
• Utilize the Service Drive Manager daily agenda to approach each client with the proper work track and key points of interest.
• Use personal intuition to depict if the client has further interest and proceed to the following steps in the outlined process.

• High school diploma or equivalent.
• Preferred prior experience in sales
• Strong negotiation and persuasion abilities.
• Familiarity with automotive industry
• Knowledge of vehicle features and specifications.
• Valid driver's license.
• A customer‑centric approach and a passion for the automotive industry.
• Computer and communication skills must be at an intermediate level.
• Employee must be able to read, write, understand and speak English.

• Manufacturers Certification for the job described.
• Engage with PMG training platform(s) (i.e. Leadership training, Microsoft 365, etc.)
• Work with any training the dealer group is currently utilizing.
• Support the Mission, Vision, and Core values of the company.

Employee must be able to sit for long periods of time. Use their hands to handle control or feel objects, tools, or controls. Repeat the same movements for 7hrs a day. Occasionally need to lift boxes up to 10 lbs. Occasional bending, walking, and mobility will be necessary. Employee must be able to get in and out of vehicles and shovel/assist with snow removal when necessary.

Ability to stand, walk, climb, stoop/bend, and reach. Employee must be able to speak clearly for repetitiously for up to 7-8 hours a day.

"Patrick Motor Group was founded on honest work, a love for cars and the people who drive them. We believe in community, building strong relationships and enjoying what we do. Sales and service delivered with respect, trust and quality – that's the Patrick Motor Group."