Title: Concierge Agent (P2)
Location: Remote Canada
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:
- Must be 18 years of age or older
- 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:
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 [email protected].
J.D. Power does not disclose your personal data to unauthorized third parties. However, as a global corporation consisting of multiple affiliated companies in various countries, J.D. Power has international sites and J.D. Power uses resources located throughout the world. J.D. Power may from time to time also use third parties to act on J.D. Power's behalf. You agree to the fact that to the extent necessary your personal data may be transferred and/or disclosed to any company within J.D. Power group of companies as well as to third parties acting on J.D. Power's behalf, including also transfers to servers and databases outside the country where you provided J.D. Power with your personal data. Such transfers may include for example transfers and/or disclosures outside the European Economic Area and in the United States of America. If you are a California or United Kingdom resident, additional disclosures about the information we collect and how we use that information can be found by clicking here.
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.
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