Genesis Concierge

Job Title: Genesis Concierge & Service BDC Coordinator - Be the Voice of Genesis Downtown!

At the innovative Genesis Downtown Toronto, we’re not just answering phones – we’re creating exceptional guest experiences. Our Genesis Concierge team is the first point of contact for many of our guests, and we’re looking for someone extraordinary to join our team. Take a look at our unique approach and see for yourself!

Why we need you

In a world where first impressions are everything, you’re our secret weapon. Your talent for turning a simple inquiry into an irresistible invitation isn’t just about booking appointments – it’s about creating anticipation, building trust, and setting the stage for lasting relationships. Without your magic touch, we risk being just another dealership lost in the noise. With you, we become the must-visit destination for anyone exploring the luxury Genesis ownership experience.

You are the crucial first point of contact for our potential guests. Without you, many people might never experience the exceptional service Genesis Downtown Toronto offers. Your communication skills, enthusiasm, and ability to connect are essential in turning inquiries into dealership visits and, ultimately, satisfied, loyal customers.

Here’s what you’ll be doing

As our Genesis Concierge & Service BDC Coordinator, you’ll be the voice of Genesis Downtown Toronto, creating memorable first impressions, turning inquiries into opportunities, and delivering an exceptional, luxury-grade guest experience. You’ll blend your communication prowess with your passion for automotive excellence, ensuring every interaction leaves our guests eager to visit us in person.

Your days will be filled with:

Guest Hospitality & Welcome Experience:

• Act as the first point of contact for all guests entering our facility, providing a warm, professional, and personalized welcome that reflects the luxury Genesis brand.

• Anticipate guest needs from the moment they arrive, ensuring every guest feels valued and prioritized.

• Coordinate with the Genesis Ownership(Service) team to ensure a seamless transition from the initial greeting to the start of the service visit.

Customer Engagement & Lead Management:

• Respond promptly to inbound leads via phone, email, chat, and text with professionalism and luxury-standard enthusiasm.

• Make outbound calls to follow up on service reminders, recalls, and special promotions.

• Schedule service appointments with precision, ensuring accuracy and efficiency.

• Build rapport with guests to understand their unique needs and provide tailored, concierge-level assistance.

Service Department Support:

• Collaborate closely with our Ownership Manager(Service Advisor) to set them up for success with well-prepared and engaged guests.

• Assist guests in understanding the value of regular maintenance and help navigate the seamless Genesis service journey.

• Act as the liaison between the guest and the shop, providing status updates and coordinating loaner vehicle arrangements.

CRM & Reporting:

• Accurately input and update guest information in the CRM system.

• Track and report lead activity, appointment outcomes, and guest satisfaction metrics to the Ownership Manager.

• Identify opportunities for process improvements and contribute to the overall success of the service team.

Customer Satisfaction:

• Deliver exceptional service that fosters trust and long-term brand loyalty.

• Address guest questions and concerns promptly, escalating issues when necessary with grace and professionalism.

• Maintain a thorough, up-to-date knowledge of Genesis vehicles, services, and offers to provide accurate, engaging information.

This job description indicates the general nature and level of work expected. It is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required by the incumbent. Incumbent may be asked to perform other duties as required.

You need these qualifications

• High school diploma or equivalent.

• Strong communication skills (written and verbal) with a refined, confident, and persuasive demeanor.

• Excellent phone etiquette and the ability to handle high volumes while maintaining a "luxury" tone.

• Proficiency with CRM systems, Microsoft Office Suite, and basic computer applications.

• Self-motivated with strong organizational and multitasking abilities.

• Must be flexible to work days, evenings, and Saturdays as scheduled.

It would be nice if

• You have prior experience in a luxury retail environment, call center, or automotive service BDC.

• You are familiar with the Genesis brand or premium automotive operations.

• You are bilingual.

What we offer

• Performance-Driven Culture: We celebrate achievements and foster a results-oriented, professional environment.

• Career Growth: We’re committed to helping our team members grow within the Genesis brand and the Downtown AutoGroup.

• Competitive Pay: $45,000 – $55,000 annually (commensurate with experience).

• Comprehensive Benefits: Health, dental, and vision coverage, along with a Parts & Service Discount and a generous Vehicle Purchase Program.

• Professional Development: Ongoing training opportunities to keep your skills sharp through the DAG Academy and Genesis-specific training programs.

• Modern Facility: Work in a premium, state-of-the-art environment that reflects the Genesis design philosophy.

You are what drives us … Apply Now! If you're ready to take your career to the next level, please apply. We're excited to hear your story!

This is an in-person role.

Downtown AutoGroup is pleased to accommodate individual needs in accordance with the Accessibility of Ontarians with Disabilities Act, 2005 (AODA), within our recruitment process. If you require accommodation at any time throughout the recruitment process, just email us at [email protected].

Downtown AutoGroup is an equal opportunity employer who agrees not to discriminate against any employee or job applicant because of race, color, religion, national origin, sex, physical or mental disability, or age. All candidates must be eligible to work in Canada. We thank all applicants for their interest; however, only those selected for an interview will be contacted.