Concierge / Service Lane Porter

Position Description

The Service Porter greets and welcomes customers in the service drive and alerts the service advisor(s) of the customer’s arrival. They prepare the vehicle for the walkaround inspection and provide a final check at the onset of the redelivery process. As an essential task, Porters maintain the flow of vehicle traffic in the service lane and consistently monitor the safety of pedestrians in/around both the service drive and shop area. The porter, when qualified, also serves as a part of Mazda of Clearwater’s security and medical response team at the dealership.

This position provides full-time and part-time opportunities. This is not a managerial position.

Specific Duties:

• Greet and welcome guest on the service lane using the Mazda of Clearwater model;
• Alert the Service Advisor(s) of the customer’s arrival and ensure a positive hand-off occurs;
• Place protective coverings inside of the customer’s car prior to the technician receiving the car;
• Using the TruVideo Application, video all service vehicles prior to moving them off the service drive;
• Assist physically challenged customers and those with special needs;
• Assist with vehicle flow in the service drive and within the shop/detailing area; ensure “waiters” are identified by stamping both key and hang tags;
• Drive service customers to their destination and pick them up, as directed;
• Stage the vehicle for customer pick-up;
• Maintain a clean and safe environment on the service drive at all times;
• Assure proper security of all vehicle keys;
• Share customer feedback with the Service Advisor(s) and Company Management;
• Conduct groundskeeping/landscaping tasks, both aesthetic and functional, to maintain the outdoor space in and around the dealership; and
• Complete additional/other tasks as assigned by the Chief Porter and/or Service Manager.

Knowledge, Skills, and Abilities inherent in the position:

• Customer Service – assess customer needs, interact positively, and facilitate an excellent experience;
• Concern for Others – requires being sensitive to others' needs and feelings and being understanding and helpful on the job;
• Active Listening – Give full attention to what other people are saying, take time to understand the points being made, ask questions as appropriate, and do not interrupt at inappropriate times;
• Oral Comprehension and Expression – listen to understand and convey information effectively;
• Problem Sensitivity – the ability to tell when something is wrong or likely to go wrong;
• Stamina – the ability to exert your self physically over long periods of time without getting winded or out of breath;
• General, Driver, and Shop Safety – understand and execute all tasks in a manner that protects both life and limb; and
• Self- Control – maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations.

Requirements:

• Maintain a current status for required Mazda Certification(s) and ensure the courses listed are no more than one year old:
  • Dealer Operations Professionals Certification; and
  • Ultimate Mazda Experience (UMX) – UMX Service Standards.
• Demonstrate proficiency in conducting video or taking photographs of customer vehicles in concert with the Service Advisor’s walkaround inspection within 14 days of employment;
• Do not acquire any attributable driving violations to you from your date of hire throughout period of employment;
• Wear assigned clothing/uniform each day and ensure all clothing and accessories are mainlined in optimal condition; and
• Participate in all company surveys, performance assessments, and peer reviews.

Objectives:

• Learn and demonstrate proficiency in the Mazda of Clearwater model (specifically, the walkaround and redelivery aspects) within 90 days of employment; and
• Help create a positive increase in customer satisfaction ratings through active listening, engaged conversations, and resolving customer issues immediately (directly or indirectly).

Successive Positions and Opportunities

The porter position is both developmental as an independent track and as a launching point for other positions. It serves as an entry point and long-term track with myriad opportunities wherein porters can grow within our organization.