Guest Experience Concierge

Key Responsibilities

Customer Experience & Engagement

• Greet and assist guests promptly and professionally in person, by phone, and through digital communication channels.


• Serve as a central point of contact to ensure all customer inquiries are answered quickly and accurately.


• Actively monitor phone systems, CRM, text, email, and digital lead platforms to ensure:
  
  
  
  • Calls are answered and routed correctly
  
  
  • Leads and inquiries receive timely follow-up
  
  
  • Appointments are scheduled and properly handled
  
  
  
  


• Identify breakdowns in the customer journey and escalate concerns to leadership with suggested solutions.


• Ensure every interaction reflects Krause Family Ford’s commitment to exceptional service.

Systems & Process Oversight

• Monitor CRM, phone, and customer engagement tools for response time, activity quality, and follow‑through.


• Help maintain accountability for customer follow-ups and appointments.


• Assist leadership with reporting feedback related to customer experience trends and opportunities.

Employee Experience & Culture Support

• Support employee satisfaction and engagement initiatives, including onboarding support, recognition efforts, and internal events.


• Help foster a positive, welcoming environment for both team members and guests.


• Partner with management to reinforce dealership values through daily interactions.