Description

The Product Specialist is a customer service master who is trained in Volvo’s advanced technology in order to educate customers on available products. The Product Specialist is meant to inform, instruct and delight our customers throughout the sales process.  This individual will work closely with the Sales and Service teams to demonstrate product options to customers and ensures the customer receives a premium experience with personalized attention.

The Product Specialist is supervised by the General Sales Manager.

ESSENTIAL FUNCTIONS AND DUTIES

· Support client/service advisors before, during and after the sale with focus on the customer product experience.

· Demonstrate key technologies and explain benefits to customers.

· Troubleshoot any customer needs or concerns with tech support.

· Assist in test-drives to explain technologies and features of vehicle to customer.

· Use technologies with demonstration software, including video product presenter to showcase vehicle configuration in photo-realistic fashion.

· Under go intensive training to ensure up to date knowledge of Volvo products and features.

· Checking in stock Volvo vehicles to ensure they are properly charged, cleaned, and any lot damage is reported.

· Product train new hires their first week of employment.

· Follow up calls on sold customers to ensure customer satisfaction.

· Handling the we-owe process and communicate with service anything that was promised to the customer is handled.

· Ensure service loaners are ready for delivery and go over features with the service customers before they leave the property.

· Assists in maintaining NPS for Sales and Service by following up with sales and service customers. Any issues need to be brought to the attention of the Sales Manager and Servicer Manager.

· Other duties as assigned.

· Constructively communicate with other dealership personnel as required to satisfy customer needs.

· Report to management any situation or condition that jeopardizes the safety, welfare, or integrity of the dealership, its personnel, or customers. 

· Maintain personal grooming, hygiene, and uniform standards according to departmental policies.  

· Arrive at work, take breaks, and depart work at the times designated by management.

· Attend meetings and trainings as scheduled.

· Ensure that work areas and customer waiting areas are kept clean.

PERFORMANCE MEASUREMENTS

· Meet and exceed individual objectives as defined by supervisor

· Deliveries assigned must be at 100%

· Net Promoter Score (NPS) at or above market performance

· Adhere to schedules and deadlines 

· Thoroughness, accuracy, and timeliness in completing essential duties

ADDITIONAL KNOWLEDGE, SKILLS, AND ABILITIES

· Highly motivated with strong enthusiasm for the Volvo brand as well as an affinity for technology.  Specialists enjoy going the extra mile for customers.

· People who can grasp and enjoy learning about Volvo’s latest technological advances. With this knowledge, Volvo Product Specialists become true product experts.

· Patient individuals who can communicate in non-technical terms with customers who may have very little technical knowledge.

· Confident people with strong interpersonal and relationship building skills who thrive on creating positive experiences for customers.

· Strong attention to detail and sense of urgency.

· Excellent communication skills both written and oral

· Outstanding customer service skills.

· Active Listening – give full attention to the words and body language of others, take time to understand the points being made and ask questions as appropriate

· Critical Thinking – using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

· Time Management – ability to prioritize workload and manage one’s own time 

Requirements

PHYSICAL DEMANDS AND WORKING CONDITIONS

· The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals to perform the essential functions.

· Physical Demands: Standing, walking over 2/3 of the time, sitting, using hands to finger, handle or feel to 2/3 of time, reaching with hands and arms to 2/3 of time, kneeling/crouching to 1/3 of time, driving vehicle 2/3 of time, talking or 

· hearing over 2/3 of time, move, transport or place up to 1/3 of time up to 50 pounds, safe driving based on current conditions and applicable laws.

· Working Conditions: Loud noise and exposure to outdoor weather conditions. Some conditions vary depending on the physical structure and layout of the location. These specifics should be reviewed with your manager.

Minimum Hiring Requirements

· High school graduate or equivalent.

· 18 years or older

· Possess an acceptable driving record and valid driver’s license in state of residence

· A criminal history background check will be conducted prior to beginning employment 

· Clear pre-employment drug screen