Product Concierge - Mercedes-Benz Grapevine
Listed on 2026-08-31
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Customer Service/HelpDesk
HelpDesk/Support, Client Relationship Management, Customer Service Rep, Customer Success Management
Overview
For over 35 years, Avondale Group has grown to become one of the most respected family-owned automotive groups in the world. We pride ourselves on creating an elevated client experience from purchase, to service, to collision repair, to subscription and beyond. The sincere and endless commitment to our employees drives our success and the inclusive culture makes Avondale Mercedes-Benz Grapevine a truly special place!
We feel honored that we attract, nurture, respect and retain the most talented people in the industry! We do so by providing a world-class, high-quality work environment where productivity, innovation, and personal and professional growth lead to success and lasting, meaningful relationships. It would be our sincere pleasure to show you this, first-hand.
EXCELLENT MEDICAL INSURANCE AND LIFE BENEFITS FOR YOU AND YOUR FAMILY!
- Your Choice of Medical Plans (we reduced employee healthcare expense through our self-insured plans for our employees and their families for 2024)
- Dental
- Vision
- FREE Company Paid Life Insurance
- FREE Employee Assistance Program Support for all employees
- 401K Retirement Plan
- Paid Holidays/Vacation/Paid Time Off
- Tuition and Tool Reimbursement
Avondale is proud to represent Mercedes-Benz, Sprinter Commercial Vehicles, Porsche, Aston Martin, Bentley, Rolls Royce, McLaren, Maserati and Koenigsegg.
Who is Avondale Group?
A Career at Avondale
ResponsibilitiesOur Avondale Mercedes-Benz Grapevine Product Concierge ensures an extraordinary client experience while creating client advocates. The Product Concierge is responsible for providing front-line support to internal and external clients with complex technology questions and/or concerns during the ownership experience.
Responsibilities:
Ensures all vehicles have met all pre-delivery checklist requirements
Programs personalized settings
Assess client’s knowledge and priorities to personalize the client experience
Explains and demonstrates vehicle features and technologies while focusing on client comfort level and retention
Provides front-line support to clients with complex technology questions or concerns during theownership experience
Resolves client inquiries for vehicle technology issues and/or concerns
Troubleshoots vehicle technology and vehicle system features
Mans the Technology Desk and is available to assist clients in person, by phone and/or email during store business hours
Serves as the technology consultant to all dealership members
Trains sales and service staff on key technologies and how to best explain and demonstrate themto a client
Partners with the Sales Consultants to share information regarding common concerns afterdelivery
Maintains a high degree of product and technical knowledge, including information about all Mercedes products, resources, features, benefits, applications and competitive vehicle technology and reviews
Maintains a collection of technology information and resources to assist in explanations
Creates and maintains FAQ guide for clients
Achieves Client Satisfaction goals as set by Sales Director
Maintains client records in CRM to accurately show re-delivery appointments, phone calls madeor emails sent
Follows up with clients within two weeks of delivery to ensure understanding and anticipate additional technology needs and/or to schedule and conduct second delivery as needed
Conducts new owner clinics
QualificationsJOB REQUIREMENTS The requirements listed below are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job requires "people" skills and a genuine desire to service the client.
A positive attitude and willingness to be a team member are essential to this position.
EDUCATION and/or EXPERIENCE Bachelor's degree (B.
A.) from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.
CERTIFICATES, LICENSES, REGISTRATIONS (Including Driver's License)
Operator's Drivers License (must be insurable)
PHYSICAL DEMANDS The physical demands described here are representative ofthose that must be met by…
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