Service Concierge - Natick, MA

Service Concierge:                                                       

The Service Concierge position directly interfaces with service center clients as an integral part of the customer experience. This position is responsible for varied duties in the service center such as greeting clients, answering phones, directing client inquiries, and scheduling appointments.  This is an excellent opportunity to gain experience, learn, and develop your career within the automotive industry.  

The Role:

• Provides a world-class customer experience to all Lucid clients, both internal and external
• Coordinate and schedule client appointments determined by service center capacity, turnaround time, and priority levels
• Manage open service tasks and due bills, ensuring timely follow-up and resolution Proactively contact customers to verify their concerns, schedule appointments, and meticulously log all activities in the system to maintain accurate records
• Manage and facilitate loaner agreements, coordinating rental vehicle requests for customers as needed, including arranging Lyft rides for customer convenience
• Generate Work Order Pre-writes in the system, capturing customer concerns and obtaining the necessary signatures for pre-authorization. It is essential to check for any open campaigns or recalls that may need to be addressed
• Assist Service Advisors during vehicle check-in by conducting thorough walkthroughs, completing intake forms, taking photographs, and reporting any damages found
• Consistent with customer communication regarding follow up calls, responsiveness, and availability
• Willing to be trained on basic understanding of components, technologies and terminologies of Lucid vehicles
• Manages a monthly budget and oversees the ordering of supplies and refreshments.
• Responsible for reporting and submitting service requests for facility repairs and maintenance through Service Channel.
• Perform valet duties as needed
• Other duties as assigned

Qualifications:

• 18 years of age or older
• Demonstrated excellence in customer service
• A capacity for problem solving and the ability effectively handle multiple priorities with high level of organization in a fast-paced environment
• Excellent written and verbal communication skills
• Ability to use basic computer applications such as Microsoft Office as well as learn proprietary DMS software
• Full-time, including weekends or extended hours during busy periods
• Willingness to complete Lucid provided CPR training post hire
• Valid driver’s license with no suspensions within the past year.   Drivers under 21 must have maintained a Driver’s License for a minimum of 3 years and successfully complete Lucid Training upon hire

Preferred Qualifications:

• Experience in luxury retail
• Experience in automotive
• Knowledge of HV systems, LV systems, and EV powertrains
• Start-up experience and related fast-paced environments