STAR Expert job description

Key purpose of the job

In the role of STAR Expert, you will be a Mercedes-Benz brand ambassador: You’ll be the first point of contact for most customers and will be instrumental in supporting our customers through their initial experience and showcasing the best of Mercedes-Benz. Your overall responsibility is for greeting customers and helping them to understand the benefits of ownership through enthusiasm for the brand, along with the ability to inspire and excite customers. You will also be responsible for providing first hand support to customers with complex technology questions before and during the customer experience and offering exceptional customer service by using non-pressured customer advice.

Responsibilities and Duties

  • Responsible for keeping up to date with the latest product information and ensuring all retailer staff are also kept up to date on the latest products and that their knowledge is of a high standard.
  • Providing customers with specification information on all Mercedes-Benz products and services available through the retailer including aftersales.
  • Keeping up to date on competitors’ product information and using this to provide a critical comparison for potential customers.
  • Planning and managing the test drive process with the sales executive and offering product insight during the test drive appointment and evaluation of results.
  • Taking an interest in potential customers’ needs and requirements with a view to passing any relevant information onto the sales executive/transaction manager, keeping the customer experience smooth.
  • Responsible for the preparation of the showroom ensuring there is a strong selection of demonstration vehicles available, and that the showroom is always presentable for customers.
  • Proactively approaching customers in the showroom to offer help/advice.
  • Introducing the customer to the sales executive/transaction manager when they express interest in buying.
  • Working closely with After Sales colleagues to provide an excellent vehicle hand-over service for customers.
  • Positioning Point of Sale information (brochures, catalogs, etc.) and ensuring availability.
  • Involvement in sales events/launch events.

Skills and experience required for the job:

  • Excellent listening and communication skills.
  • Able to provide a first class customer service.
  • Passion for automotive technology.
  • Ability to work autonomously.
  • Team oriented personality.
  • Always keen to help and support others.

Competencies required for the job:

Communication & Contact Behaviour

Communicates in a logical, friendly and eloquent way, putting people at ease.

  • Appearance/general manner/charisma
  • Sociability and ability to establish relationships
  • Eloquence/body language
  • Acceptance/active listening
  • Ability to challenge effectively/enthuse others

Job Motivation, Willingness to Learn & Get Involved

Brand awareness – embraces the brand, culture and lifestyle.

  • Importance of job Concrete career goals
  • Attitude to service industry
  • Attitude to company
  • Willingness to pass on information/to learn
  • Commitment/willingness to work/initiative

Mental Agility (flexibility)

Adapts quickly to new situations, flexible and always keen to learn.

  • Creativity (inventiveness)
  • Problem-solving ability (adapting to new situations)
  • Intellectual capacity
  • Learning ability

Independent & Systematic Action

Manages their time effectively.

  • Organisational ability/ability to organise own work/working systematically
  • Independence/self-responsibility
  • Own opinions
  • Decision-making ability

Co-operation and Ability to Work in a Team

Facilitates interaction between team members, continuously looks for ways to work well with the team.

  • Efforts to find common ground/to involve others
  • Ability to handle conflict / to accept criticism
  • Actively seeking to reconcile interests/seeking a consensus
  • Tolerance and acceptance (attitude)
  • Attitude to teamwork

Consistency

Develops relationships naturally, is empathetic and self-confident.

  • Authentic behaviour
  • Credibility/trustworthiness
  • Convincing personality
  • Empathy
  • Reliability
  • Ability to handle pressure (physical and mental)
  • Personal integrity

Methodological Abilities

  • Ability to carry out analysis of needs and requirements
  • Ability to advise others
  • Efficient procedures, knowledge of processes, systemic skills

The benefits of working at Mercedes-Benz Hertfordshire

The role offers a great opportunity to hone your skills while working in a dynamic industry, our company has a reputation for bringing our customers exceptional products with an unrivalled purchase experience. The role offers a Company pension scheme, Health care options and access to the Mercedes-Benz Staff Car Scheme.

Job Type: Full-time
Salary: £18,000 – £19,000 dependent on experience
Essential: Previous experience in a customer facing retail environment is essential
Job Location: Bishop’s Stortford, Hertfordshire
Required licence or certification: Full Driving License

Meet Tim Boon, our STAR Expert at Hertford

Apply to be our next STAR Expert based at Bishop’s Stortford

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