Bilingual Genesis Concierge Coordinator

WHAT YOU WILL DO

The Genesis Bilingual Concierge Coordinator serves as the cornerstone of our Guest Experience, orchestrating every interaction with precision and grace. This role is entrusted with managing all guest inquiries and overseeing the daily operations of the Genesis Business Development Centre. As a passionate brand ambassador, the Coordinator exemplifies our commitment to excellence, ensuring each guest’s journey reflects the highest standards of luxury and personalized care. The ultimate objective is to consistently achieve industry-leading Sales Satisfaction (SSI) and Customer Satisfaction (CSI) scores, reinforcing Genesis as the benchmark for premium automotive experiences.

HOW WILL YOU MAKE AN IMPACT

•    Deliver an Unparalleled Guest Experience: 
    - Ensure every customer enjoys a seamless acquisition and ownership journey, marked by attentiveness and bespoke service at every touchpoint.
•    Expert Communication Management: 
    - Respond promptly and professionally to all inbound communications, including phone, email, and SMS—demonstrating a refined and courteous approach.
•    Risk & Case Management: 
    - Identify, report, and monitor high-risk cases, collaborating closely with the Genesis Field team to deliver thoughtful solutions.
•    Financial Goodwill Decisions: 
    - Exercise sound judgment in assessing and approving goodwill gestures for guests and distributors, ensuring each decision aligns with Genesis’ premium standards.
•    Opportunity to Delight: 
    - Proactively seek opportunities to surprise and delight guests through personalized messages or thoughtful gifts, reinforcing the brand’s commitment to memorable experiences.
•    Insightful Reporting: 
    - Provide timely and insightful reports on guest interactions, highlighting trends and anomalies to inform continuous improvement.
•    Relationship Building: 
    - Foster trust and collaboration with Genesis Distributors, Experience Managers, and Ownership Managers, cultivating a unified approach to guest satisfaction.
•    Reputation Stewardship: 
    - Monitor and engage with guest reviews across Genesis Motors Canada’s digital platforms, upholding the brand’s reputation for excellence.
•    Product & Program Expertise: 
    - Maintain comprehensive knowledge of all sales programs, marketing initiatives, product offerings, and aftersales services to provide authoritative guidance.
•    Cross-Functional Collaboration: 
    - Build and nurture relationships with internal Genesis departments and Hyundai partners to facilitate swift and effective guest resolutions.
•    Team Collaboration: 
    - Work synergistically with the Guest Experience, Field Operations and broader Genesis team, contributing ideas that elevate the overall guest experience.

•    Continuous Innovation: 
    - Demonstrate initiative by proposing enhancements that advance Genesis’ reputation for exceptional guest experience.

 •    Continuous Innovation: 
    - Demonstrate initiative by proposing enhancements that advance Genesis’ reputation for exceptional guest experience.

WHAT YOU WILL BRING TO THE ROLE

• Completion of an undergraduate degree/post-secondary diploma

…or an equivalent combination of experience and education

• 2+ years of relevant experience in same or similar function
• Excellent oral and written communication skills and a professional telephone manners are required.
• Excellent analytical and problem-solving skills
• Analytical thinking skills are required to ensure that there is the highest level of accuracy in data mining and reporting
• Self-motivated with strong time management skills
• Process Driven
• Strong organizational skills
• Fully Bilingual (English/French) is a requirement.
• Excellent interpersonal and relationship-building skills
• Proficiency in MS Office
• Customer Service experience in a luxury retail environment is an asset

OTHER DETAILS

• To be able to work non-standard hours to support ad hoc guest requests