Customer Experience Concierge
rodaDerwood (MD)
About the role
Company Overview:
Imagine a world where getting your car serviced was as easy as ordering your groceries. Welcome to Roda, where we are passionate about creating a magical customer experience, saving you time and money. Long gone are the days of waiting in service centers or taking shuttle buses to the metro. We come to you whether you are at home or in the office - giving you one less thing to worry about.
We are a small start-up team located in the greater DMV area. We are looking to hire a Customer Experience Concierge to manage day-to-day operations at Roda. The ideal candidate will have a "start-up" mentality, thrive in a fast-paced environment, be passionate about great customer experience, curious about the automotive industry, and get exhilarated when sharing great ideas.
Job Description:
You’ll be on the front lines working to surprise and delight each and every customer. You will be responsible for clients from the moment they get in touch with us until their vehicle is in for their appointment. That includes fielding inbound calls, chats, and emails; dispatching valet drivers; and ensuring that we have optimized the schedule of appointments each day.
We’re looking for someone with a passion for delivering extraordinary customer experiences. While service center experience is a plus, what matters most is your passion for making clients happy and being a quick-study who can pick up our technology and systems quickly.
Key Responsibilities:
Responsible for triaging inbound and outbound follow up with clients
Answering phone calls, managing inbound chat inquiries as well as any pre-appointment communication
Proactive, professional, and courteous communication with clients
Manage and communicate with driver team to ensure timely pickup and delivery of client vehicles
Communicate with clients in event of delay
Proactively obtain information from clients to expedite appointment turnaround time
Manage CRM list of past, current and prospective clients
Manage outreach to existing clients to bring them back in after service reminders
Qualifications:
3+ years experience in client service role (could be anything from automotive to restaurants to hospitality to retail)
Demonstrated history of proactive problem solving
Experience and comfort using customer-relationship management software
Ability to juggle a lot of tasks at once effectively with a high attention to detail
Track record of identifying and implementing improvements in customer experience
Track record of going above and beyond to make clients happy
Benefits:
Competitive compensation
Comprehensive benefits, including medical, dental and vision
Flexible paid time off
401k plan
Discounted car repairs and details
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