Sales Upgrade Representative

Bergey’s Inc. is a family-owned business that has been servicing our customers’ needs since 1924. Currently our company has over 55 locations and more than 1,800 team members. Today our family of automobile, truck and tire companies stretch throughout Pennsylvania, Delaware, Maryland, & New Jersey. Visit us at www.bergeys.com to learn more about our company.

We strive to provide an environment for our associates and customers that is welcoming, transparent, and forward thinking. Our employees are our greatest asset. We promote and develop individual strengths, as well as grow our employees personally and professionally. Together we can make a difference.

Benefits:

We offer a generous benefit package including:

• Vacation and PTO time
• Paid Holidays
• 401k with profit sharing
• Medical, Dental and Vision insurance.
• Employee Assistant Program
• FSA and HSA Plans
• Life Insurance
• Opportunities for Advancement
• Employee Referral Program
• Employee Discount

Location: Bergey’s- Plymouth Meeting

Summary

The Sales Upgrade & Amazon Auto Concierge Representative is a tech-forward, customer-focused role that bridges the gap between the Service Department and Sales while delivering a seamless, high-touch buying experience. This position engages service customers to identify vehicle upgrade opportunities and manages Amazon Auto customers from arrival through delivery.

This role requires strong digital communication skills, the ability to manage multiple customer interactions, and a commitment to providing a transparent, efficient, and positive customer journey—whether upgrading a vehicle or completing an online purchase.

Essential Duties & Responsibilities

• Utilize the AI-driven platform to identify and engage service customers who may be eligible to upgrade or exchange their current vehicle.
• Monitor platform activity and determine the appropriate timing and method for customer outreach.
• Manage multiple customer conversations simultaneously via text, email, phone, and in-person interactions.
• Initiate and maintain professional, engaging, and persuasive communication to assess customer interest in upgrading.
• Handle objections using a consultative, low-pressure approach while providing transparent, data-driven insights about vehicle equity and trade options.
• Manage and track all leads within the AI platform and CRM, ensuring accurate and detailed documentation of customer interactions.
• Follow established processes for lead management, follow-up, and conversion.
• Coordinate with the Used Car Manager to facilitate trade appraisals and support upgrade opportunities.
• Seamlessly transition customers to the Sales or Management team when appropriate, ensuring a smooth and positive handoff.
• Serve as the primary point of contact for Amazon Auto customers, delivering a concierge-level experience from arrival to vehicle delivery.
• Guide Amazon customers through the desk drive process, including reviewing vehicle features, benefits, and functionality.
• Clearly and accurately review all paperwork, product details, and purchase information with customers to ensure full understanding and transparency.
• Collaborate with Sales, Finance, and Management teams to ensure an efficient and streamlined transaction process.
• Maintain in-depth knowledge of tools and platforms including UVeye, vAuto, and CRM systems, and understand how they integrate into the customer journey.
• Act as a brand ambassador by ensuring every customer—regardless of outcome—leaves with a positive impression of their experience.
• Collaborate with team members to achieve departmental and company goals, while sharing best practices to improve overall performance.
• Participate in training sessions and team meetings to stay current on processes, tools, and product knowledge.
• Maintain a professional appearance and demeanor at all times.
• Perform additional duties as assigned.

Qualifications

• Strong communication skills across digital and in-person channels
• Ability to multitask and manage multiple customer interactions in a fast-paced environment
• Customer-first mindset with a consultative, low-pressure sales approach
• Comfortable working with AI-driven tools, CRM systems, and digital retail platforms
• Strong presentation and product knowledge skills
• Team-oriented with a collaborative attitude
• Automotive or dealership experience preferred, especially with trade-ins, equity, or digital retailing

Certificates, Licenses, Registrations:

• State Sales License
• Valid Driver's License
• Successful completion of pre-employment background checks and drug screening

Bergey's is an Equal Opportunity Employer.