Drive Through Concierge

Automotive Drive‑Through Customer Experience Concierge

Position Summary

The Customer Experience Concierge is the first point of contact for guests using the dealership’s drive‑through service lane. The role blends hospitality, product knowledge, and operational coordination to create a smooth, welcoming, and efficient experience. This position ensures every customer feels acknowledged, informed, and supported from the moment they arrive to the moment their vehicle is handed off to the service team.

Key Responsibilities

•             Greet and welcome customers as they enter the drive‑through, ensuring a warm, professional first impression.

•             Guide customers through the intake process, including confirming appointments, gathering preliminary information, and directing them to the appropriate service advisor.

•             Perform quick visual walk‑arounds to note concerns, verify mileage, and identify any immediate safety issues.

•             Use digital tools or tablets to check in vehicles, update customer profiles, and record service needs.

•             Communicate wait times, next steps, and service expectations clearly and proactively.

•             Coordinate vehicle flow within the drive‑through to maintain safety and efficiency.

•             Assist with courtesy transportation logistics, such as loaner vehicle handoff or rideshare support.

•             Provide product knowledge when customers have questions about features, maintenance schedules, or dealership services.

•             Support service advisors by preparing documentation, printing repair orders, or relaying customer concerns.

•             Maintain a clean, organized, and customer‑friendly drive‑through environment at all times.

•             Maintain the service customer waiting lounge and ensuring customers have beverages while they wait for their vehicle. 

Qualifications

•             Experience in customer service, hospitality, or automotive service environments is an asset.

•             Strong communication skills with a friendly, confident, and professional presence.

•             Ability to multitask in a fast‑paced environment while maintaining attention to detail.

•             Comfort using tablets, dealership software, or digital check‑in tools.

•             Valid driver’s license with a clean driving record.

•             Ability to stand, walk, and move between vehicles for extended periods.

Key Competencies

•             Customer‑centric mindset — prioritizes guest comfort, clarity, and satisfaction.

•             Situational awareness — manages vehicle flow and safety in a busy drive‑through.

•             Problem‑solving — anticipates customer needs and resolves issues quickly.

•             Team collaboration — works closely with service advisors, technicians, and management.

•             Professionalism — represents the dealership brand with consistency and care.

Work Environment

This role is primarily based in the service drive‑through area, requiring comfort with varying temperatures, vehicle noise, and frequent movement. The concierge interacts with customers throughout the day and plays a central role in shaping the dealership’s overall service experience.