Responsibilities

• 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 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.

Skills and Qualities

• Be a proactive problem solver and be able to multi task.
• Be positive and manage stress in a professional, calm manner.
• Be attentive (ie: respond to inquiries, follow up), available and empathetic.
• Have an exemplary and respectful attitude at all times.

Experience and Qualifications

• 2 years in a customer service and/or hospitality position with a notable record of customer satisfaction
• OMVIC License is not required but would be useful