Service Concierge Porter

JOB SUMMARY:

EXAMPLE:
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

Perform orientation on all makes and models of RV's day of customer delivery

Educate customer on how to operate their new RV within two hours

Notify delivery coordinator of all issues that may become a problem during the walk thru

Create and maintain a safe work environment that meets all requirements

Hold a very high standard of customer service throughout the delivery process

Demonstrates Corporate Values in action within the department and organization

Set up both the red-carpet display and unit before customer arrives to take delivery

Go over all 'Due Bill' items and promises made to the customer to make sure they have been completed day before delivery date

Help to transport RVs on the lot when there are no delivery dates set

ADDITIONAL RESPONSIBILITIES:

Assumes other activities and responsibilities from time to time as directed

Commitment to ongoing personal and professional along with product knowledge

Provides orientation videos of our own products to post on the website

Ability to walk up to 3 orientations per day if needed

PERFORMANCE METRICS (KPI'S)

Maintain 90% or higher for CSI surveys measured on a monthly basis by delivery coordinator.

100% completion of delivery setup of red carpet and unit before customer arrives iewed daily by Delivery coordinator.

Effectively perform an orientation walk thru to customers satisfaction within 2 hours Reviewed daily with Delivery coordinator

Inspect unit and 'Due Bill' items for completion the day before customers delivery date Reviewed daily with Delivery coordinator

Problem solves issues that may come up during delivery to ensure customer satisfaction Reviewed daily with Service Manager

Requirements

EDUCATION AND EXPERIENCE:

EXAMPLE:

Prior customer service skills is a plus

Prior role or training Problem solving skills is a plus

Prior training in communication is a plus

Proven ability to train, and educate people

PERSONAL CHARACTERISTICS:

EXAMPLE:

Ability to set and meet goals

Meticulous attention to detail

High degree of problem-solving skill

People person

High customer satisfaction skills

Well-developed interpersonal skills. Ability to get along with diverse personalities. Tactful, mature.

Ability to be decisive and able to recognize and support the organization's preferences and priorities.

Strong communication skills, written and verbal.

Results oriented with the ability to balance other business considerations.