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About the Role

The Product Specialist is a customer service expert trained in advanced Volvo technology to educate customers on available products, inform, instruct, and delight them throughout the sales process. This role collaborates with Sales and Service teams to demonstrate product options and ensure a premium customer experience with personalized attention.

Responsibilities

• Support clients and service advisors before, during, and after the sale, focusing on the customer product experience.
• Demonstrate key technologies and explain their benefits to customers.
• Troubleshoot customer needs or concerns with tech support.
• Assist in test-drives, explaining vehicle technologies and features.
• Utilize demonstration software, including a video product presenter, to showcase vehicle configurations.
• Undergo intensive training to maintain up-to-date knowledge of Volvo products and features.
• Check in stock Volvo vehicles to ensure they are properly charged, cleaned, and any lot damage is reported.
• Product train new hires during their first week of employment.
• Conduct follow-up calls with sold customers to ensure satisfaction.
• Handle the we-owe process and communicate with service to ensure promised items are addressed.
• Ensure service loaners are ready for delivery and review features with service customers.
• Assist in maintaining Net Promoter Score (NPS) for Sales and Service by following up with customers.
• Report issues to the Sales Manager and Service Manager.
• Constructively communicate with other dealership personnel to satisfy customer needs.
• Report any situation or condition that jeopardizes the safety, welfare, or integrity of the dealership, its personnel, or customers to management.
• Maintain personal grooming, hygiene, and uniform standards.
• Arrive at work, take breaks, and depart work at designated times.
• Attend scheduled meetings and trainings.
• Ensure work areas and customer waiting areas are kept clean.

Requirements

• Standing, walking over 2/3 of the time.
• 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.
• Exposure to loud noise and outdoor weather conditions.
• High school graduate or equivalent.
• Must be 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.

Skills

• Strong enthusiasm for the Volvo brand.
• Affinity for technology.
• Ability to grasp and learn about Volvo’s latest technological advances.
• Patience.
• Ability to communicate in non-technical terms.
• Strong interpersonal and relationship building skills.
• Strong attention to detail.
• Sense of urgency.
• Excellent communication skills both written and oral.
• Outstanding customer service skills.
• Active Listening.
• Critical Thinking.
• Time Management.

Education Level

• High school graduate or equivalent.

About the Company

• Volvo