Job Description

Who are we?

For more than four decades Rafih Auto Group has been a leading automotive group in both Canada and the USA. Representing 23 brands throughout 19 locations. Our number one priority is to provide our valued customers with industry-leading services and world-class experiences.

What are we looking for?

At

Performance Ford

, a division of the Rafih Auto Group, we believe that our people are our biggest asset and our greatest strength. We understand the industry and the world is changing every day, and that is why we are always proactive and prepared to meet challenges with determination, collaboration, innovation, and enthusiasm. We are seeking passionate, dynamic, and driven individuals who share in our strong commitment to excellence and success to join our incredible and industry leading Canadian team.

Performance Ford

is seeking individuals interested in the role of

Lincoln Concierge

. The Lincoln Concierge, under the direction of the management, will primarily be responsible for acting as single point of contact to Lincoln clients for all their sales and service needs - be involved in all sales and service introductions, dealership tours and at vehicle deliveries.

Experience in the above would be an asset, however training would be provided as we would love to invest in the right candidate.

Job Qualifications:

Experience in a Concierge or similar role would be an asset.

Heightened Customer Service experience.

Excellent communication and interpersonal skills.

Valid driver's license with a clean driving record.

Proficiency in Microsoft Office/Excel and computer applications.

Job Requirements:

Act as single point of contact to Lincoln clients for all their sales and service needs - be involved in all sales and service introductions, dealership tours and at vehicle deliveries.

Involved in Lincoln marketing activities especially events/event planning, social media, offsite events, sponsorships and partnerships.

Coordinate Lincoln Dream Dates/Discovery Drives.

Ensure all phases of ePDI are completed prior to delivery.

Be involved in the Lincoln delivery process (greetings on arrival, transitions, introductions, waiting time, warm farewell...)

When not present at vehicle delivery, follow-up with a personalized call to introduce self and explain Lincoln Owner benefits to client relative to service. Assist in setting up first service appointment.

Coordinate or follow-up on all service needs for Lincoln clients: Service appointments, Pick-up and delivery, Lincoln loaner, Shuttle, Complimentary Lincoln Wash.

Ensure Pickup and Delivery process and standards are in place and consistent (appointment coordination, appointment confirmation, Lincoln Loaner delivery, text updates, Lincoln wash, Lincoln redelivery, follow-up after service)

Ensure the Lincoln service experience in dealership is consistent (arrival, Lincoln loaner/shuttle/wait, regular updates, Lincoln wash, departure / warm farewell, follow-up after service)

Ensure any client preferences / needs are noted in CRM, shared with appropriate team mate(s) and in place during all interactions.

Ensure all Lincoln Loaners are clean, fueled and available according to service needs on a daily basis.

Coordinate/manage Lincoln Loaner usage on a daily/weekly basis to ensure 50% loaner usage on each unit

Always anticipate clients' needs or concerns by "walking the process" in the dealership from the clients' point of view.

Builds productive working relationships both within and across departments through clear communications using different forums.

Instills client and employee confidence.

Speaks clearly, concisely, and effectively in groups and one-on-one.

Identifies client concerns, needs, and expectations so that action plans can be determined and implemented.

Ensures that Sales Consultants use the Follow Up and Concern Resolution standards by giving a follow-up call to 100% of clients within 72 hours of purchase or visit.

Assists in resolving all client concerns when necessary.

Promotes cooperation and teamwork among all employees.

Additional Responsibilities:

Uses technology to improve daily operations; maintains proficiency in use of in-house computer systems.

Applies information found in Lincoln Canada manuals, publications, and other documents.

Utilizes new systems or processes implemented by Ford/Lincoln or the dealership.

Remains current in new and/or updated Lincoln training.

Other tasks as assigned

Why choose Rafih?

Competitive compensation and bonus plans

Competitive Employee Benefits program

Comprehensive training to set you up for success in your role

A leadership team which strongly believe in providing personal and professional growth opportunities, mentorship, ongoing training, and continuous support

Advancement opportunities

A company culture focused on inclusivity, diversity, employee wellness, and community engagement

Employee engagement and recognition events

Rafih Auto Group is an equal opportunity employer. We have accommodation processes and policies in place and will provide accommodation for applicants and employees with disabilities. If you require a specific accommodation because of a disability or documented medical need, please contact the Human Resources department so that arrangements may be made throughout the selection process and prior to the beginning of employment.

We appreciate your interest in joining our incredible team at Rafih Auto Group, however only applicants that are contacted for an interview, will be considered at this time.

Job Type: Full-time

Benefits:

Dental care Extended health care Life insurance On-site parking Paid time off Store discount Vision care
Schedule:

Monday to Friday Weekends as needed
Ability to commute/relocate:

Windsor, ON N8W 5W2: reliably commute or plan to relocate before starting work (required)
Experience:

Customer service: 5 years (preferred)
Licence/Certification:

Class G Licence (preferred)
Work Location: In person