Concierge Agent

Title: Concierge Agent (P2)

Location: Remote Canada

Reports To: Sr. Manager, Concierge

The Role:  

J.D. Power Concierge Services is all about going the extra mile and providing luxury, personalized experiences to automotive customers and shoppers. As a remote J.D. Power Concierge Agent, you will be expected to assist customers in a fast-paced, web-based call center. You will be responsible for communicating via phone (inbound and outbound calls), video, email, text, and live chat. You will handle warranty service follow-up calls and new owner welcome calls.  You will also provide product knowledge, search inventories, schedule appointments and assist new vehicle buyers with questions on vehicle technology. You will be communicating with interested shoppers and existing customers that have already expressed interest in our services before being transferred to you. These are not “cold calls”.  Our concierge agents must have outstanding communication skills, exceptional English, a friendly personality, reliable high-speed internet, and a desire to provide World Class service.

The Impact You Will Have in This Role: 

The impact you will have in this role is assisting our OEM and dealership clients by providing excellent service to shoppers and customers, gathering information and scheduling appointments (sales and service).  In addition, your work will assist in increasing sales and revenue for the dealership.

What You'll Be Doing in This Role: 

• Communicate with new and existing automotive customers:
• New Owner Welcome calls and vehicle orientation
• Warranty Service follow up calls
• Speak to potential buyers to assist online shopping experience, gather information and schedule a dealership appointment
• Customer calls will be phone and/or video when requested.
• Maintain web-based records with proper spelling and grammar
• Work in tandem with the concierge team through Microsoft Teams
• Work an 8-hour shift (or split shift) with a 30-minute break
• Other duties as required by the position  

Qualifications of this Role: 

• Must be able to work rotating shifts - days/afternoons and nights including weekends and holidays.
• Great verbal, phone and written communications skills. Strong command of the English language
• Microsoft 365 experience
• General computer skills - ability to type, navigate the Internet, and use Teams and other software applications
• One or all of the following experience required
• Call Center/Customer Service experience
• Retail Automotive Dealer experience
• Hospitality industry experience (upscale/luxury businesses a plus)
• Reliable high-speed Internet with backup power and internet is required
• Quiet setting with no background noise to perform calls is required
• College certificate/diploma preferred. Minimum High School Diploma is required

The Hiring Manager says: 

The hiring manager says: I am looking for someone who exhibits excellent customer service skills, has a passion to help people and provide upscale personalized assistance.  You are confident, reliable, and a team player.

The Way We Work: 

• Leader Led
• Remote First
• Foster Flexibility
• Reward Performance
• Time Off Matters

Company Mission  

J.D. Power is clear about what we do to ensure our success into the future. We unite industry leading data and insights with world-class technology to solve our clients’ toughest challenges.   

Our Values  

At J.D. Power, we strive to be Truth Finders, Change Makers and Team Driven - the distinct behaviors that, together, define our unique culture.   

J.D. Power is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability. 

Should you require accommodations during the recruitment and selection process, please reach out to tarecruitment@jdpa.com. 

To all recruitment agencies: J.D. Power does not accept unsolicited agency resumes and we are not responsible for any fees related to unsolicited resumes.