Bilingual Genesis Concierge Coordinator

At Genesis, we’ve rethought our business and created cars that combine performance, quality, design and innovation into a complete package.

It’s time you rethink what you expect from an employer.

At Genesis, we understand you're not just building a career – you're building a life. We believe in our people and realize that our success is a direct result of our commitment in offering you great opportunities for your career. If you would enjoy working in a dynamic environment and are looking for a chance to become part of a stellar team of professionals, we invite you to apply online today.

The Genesis Bilingual Concierge Coordinator serves as the cornerstone of our Guest Experience, orchestrating every interaction with precision and grace. This role is entrusted with managing all guest inquiries and overseeing the daily operations of the Genesis Business Development Centre. As a passionate brand ambassador, the Coordinator exemplifies our commitment to excellence, ensuring each guest’s journey reflects the highest standards of luxury and personalized care.

The ultimate objective is to consistently achieve industry-leading Sales Satisfaction (SSI) and Customer Satisfaction (CSI) scores, reinforcing Genesis as the benchmark for premium automotive experiences.

• Deliver an Unparalleled Guest
  
  Experience:
  
  Ensure that every customer enjoys a seamless acquisition and ownership journey, marked by attentiveness and bespoke service at every touchpoint.
• Expert Communication Management:
  Respond promptly and professionally to all inbound communications, including phone, email, and SMS—demonstrating a refined and courteous approach.
• Risk & Case Management:
  Identify, report, and monitor high‑risk cases, collaborating closely with the Genesis Field team to deliver thoughtful solutions.
• Financial Goodwill Decisions:
  Exercise sound judgment in assessing and approving goodwill gestures for guests and distributors, ensuring each decision aligns with Genesis’ premium standards.
• Opportunity to Delight:
  Proactively seek opportunities to surprise and delight guests through personalized messages or thoughtful gifts, reinforcing the brand’s commitment to memorable experiences.
• Insightful Reporting:
  Provide timely and insightful reports on guest interactions, highlighting trends and anomalies to inform continuous improvement.
• Relationship Building:
  Foster trust and collaboration with Genesis Distributors, Experience Managers, and Ownership Managers, cultivating a unified approach to guest satisfaction.
• Reputation Stewardship:
  Monitor and engage with guest reviews across Genesis Motors Canada’s digital platforms, upholding the brand’s reputation for excellence.
• Product & Program Expertise:
  Maintain comprehensive knowledge of all sales programs, marketing initiatives, product offerings, and after‑sales services to provide authoritative guidance.
• Cross‑Functional
  
  Collaboration:
  
  Build and nurture relationships with internal Genesis departments and Hyundai partners to facilitate swift and effective guest resolutions.
• Team
  
  Collaboration:
  
  Work synergistically with the Guest Experience, Field Operations and broader Genesis team, contributing ideas that elevate the overall guest experience.
• Continuous Innovation:
  Demonstrate initiative by proposing enhancements that advance Genesis’ reputation for exceptional guest experience.

• Completion of an undergraduate degree/post‑secondary diploma…or an equivalent combination of experience and education.
• 2+ years of relevant experience in same or similar function.
• Excellent oral and written communication skills and professional telephone manners are required.
• Excellent analytical and problem‑solving skills.
• Analytical thinking skills are required to ensure that there is the highest level of accuracy in data mining and reporting.
• Self‑motivated with strong time‑management skills.
• Process driven.
• Strong organizational skills.
• Fully bilingual (English/French) is a requirement.
• Excellent interpersonal and relationship‑building skills.
• Proficiency in MS Office.
• Customer Service experience in a luxury retail environment is an asset.

• To be…