About Us

At R. Ferri Automotive we strive to make every customer a customer for life. Happy employees make happy customers, and we reward individuals who are ready to work hard and stay motivated. Every employee at R. Ferri Automotive is absolutely critical to its success. Our promise is to keep delivering the same award-winning service and value that our community has come to expect from our company through the years. over 45 years of experience, under 11 premium dealerships offering the most extensive selection of luxury, sport and quality automobiles in the local area.

About the Job The Lincoln Concierge is a critical role at the dealership and reports directly to the Lincoln Operations Manager. The Lincoln Concierge is the first place Lincoln clients should be calling with whatever questions that they might have. The Lincoln Concierge is also a key enabler for service write-up, scheduling service, scheduling pick-up and delivery events, and building a relationship with the clients. Hospitality skills are critical for the success of this position.

Responsibilities

- Act as a single point of contact to Lincoln clients for all their sales and service needs - be involved in all sales and service introductions, dealership tours and at vehicle deliveries.
- Involved in Lincoln marketing activities, especially events/event planning, social media, offsite events, sponsorships and partnerships.
- Coordinate Lincoln Dream Dates/Discovery Drives.
- Ensure all phases of ePDI are completed before delivery.
- Be involved in the Lincoln delivery process (greetings on arrival, transitions, introductions, waiting time, warm farewell)
- When not present at vehicle delivery, follow-up with a personalized call to introduce yourself and explain Lincoln Owner benefits to the client relative to service.



Assist in setting up the first service appointment.
- Coordinate or follow-up on all service needs for Lincoln clients: Service appointments, Pick-up and delivery, Lincoln loaner, Shuttle, Complimentary Lincoln Wash.
- Ensure Pickup and Delivery process and standards are in place and consistent (appointment coordination, appointment confirmation, Lincoln Loaner delivery, text updates, Lincoln wash, Lincoln redelivery, follow-up after service)
- Ensure the Lincoln service experience in the dealership is consistent (arrival, Lincoln loaner/shuttle/wait, regular updates, Lincoln wash, departure / warm farewell, follow-up after service)
- Ensure any client preferences/needs are noted in CRM, shared with appropriate team member(s) and in place during all interactions.
- Ensure all Lincoln Loaners are clean, fueled and available according to service needs on a daily basis.
- Coordinate/manage Lincoln Loaner usage on a daily/weekly basis to ensure 50% loaner usage on each unit
- Always anticipate clients’ needs or concerns by “walking the process” in the dealership from the clients’ point of view.
- Builds productive working relationships both within and across departments through clear communications using different forums.
- Instills client and employee confidence.
- Speaks clearly, concisely, and effectively in groups and one-on-one.
- Identifies client concerns, needs, and expectations so that action plans can be determined and implemented.




- Ensures that Sales Consultants use the Follow Up and Concern Resolution standards by giving a follow-up call to 100% of clients within 72 hours of purchase or visit.
- Assists in resolving all client concerns when necessary.
- Promotes cooperation and teamwork among all employees.
- Uses technology to improve daily operations; maintains proficiency in the use of in-house computer systems.
- Applies information found in Lincoln Canada manuals, publications, and other documents.
- Utilizes recent systems or processes implemented by Ford/Lincoln or the dealership.
- Remains current in new and/or updated Lincoln training.

Skills

- Be a proactive problem solver.
- Master the art of hospitality, have a sense of luxury.
- Create the feeling of a warm welcome / warm farewell, have a good sense of “the human touch”.
- Leave clients with a lasting impression where they feel like they are one of one
- Ability to smile, be positive and manage stress.
- Be attentive, available and empathetic.
- Be well informed and “In the know”.
- Anticipate needs; know how to manage wait time.
- Be responsive and effective, and always follow-up.
- Have an exemplary and respectful attitude at all times.
- Have an impeccable presentation at all times.
- Ability and willingness to change work practices or priorities, and effectively handle multiple work demands.

Qualifications

- 1 year of supervisory or independent/unsupervised experience
- 2 years in a customer service and/or hospitality position with a notable record of customer satisfaction
- Education, training, and/or certifications should clearly demonstrate the possession of the knowledge and skills stated above.
- Minimum of High School d

📌 Lincoln Concierge (Woodbridge)
🏢 Pine Tree Ford Lincoln
📍 Woodbridge