Title: Concierge Agent (P2)
Location: Remote USA
Reports To: Sr. Manager, Concierge
J.D. Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, J.D. Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world’s leading businesses across major industries rely on J.D. Power to guide their customer-facing strategies.
The Role:
J.D. Power Concierge Services is all about going the extra mile and providing luxury, personalized experiences to automotive shoppers and customers. 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, video, email, text, and live chat with customers who are requesting information on a vehicle and scheduling them to see the car at the dealership. In addition, you will handle Service follow-up calls and post Sales appointment follow-up. You will 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 dealerships 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 customers to 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 with a 30-minute break
Other duties as required by the position
Qualifications of this Role:
High School Diploma or equivalent
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
Call center experience/Customer Service experience
Retail automotive dealer experience is a plus
Must be able to work nights and weekends
Reliable high-speed Internet with backup power and internet
Quiet setting with no background noise to perform calls
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 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.
Truth Finders – At J.D. Power, we are proud of the unbiased data and findings we provide. As individuals, each and every member of our team is dedicated to living this same objectivity and embodying the highest ethical and professional standards – the only ‘favorite’ we have is the truth.
Change Makers – At J.D. Power, we never stand still. We constantly seek better ways – innovating and evolving in everything we do to support our colleagues and our clients alike – and all in service of delivering data and insights that drive meaningful business impact.
Team Driven - At J.D. Power, we are one team and we are activated. Regardless of individual role, every member of our team is dedicated to supporting their immediate colleagues and our broader J.D. Power family to deliver on our collective purpose and make us greater than the sum of our parts. At J.D. Power, these values are more than words.
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.