Bilingual Automotive Guest Loyalty Specialist

Sonic Automotive•Orlando, FL

12d•Onsite

About The Position

EchoPark Automotive is hiring a Guest Loyalty Specialist for a new dealership opening in Orlando, Florida. The specialist manages the guest experience after a vehicle sale and assists the Experience Manager and General Manager in achieving guest-satisfaction targets measured through NPS and online reviews. The role owns communication with guests, resolves concerns, coordinates with sales and recon departments, schedules appointments, and helps ensure repairs meet company standards and guest expectations.

Requirements

Demonstrated customer service and attention to detail.
Experience in problem resolution.
Be transparent.
Take the high road.
Willingness to learn.
Take ownership.
Celebrate small successes.

Responsibilities

Ensure guest happiness and their likelihood to recommend EchoPark to others.
Own company and guest communications, following concerns through to resolution or until guest needs are met.
Answer and return guest phone calls and emails in a timely, friendly manner.
Communicate with sales and recon departments.
Schedule appointments.
Meet and greet guests, make them feel welcome, and set expectations about the upcoming process.
Coordinate with recon to support timely completion and provide guests with updated information and expectations.
Ensure repairs meet company standards and guest expectations.
Promote an outstanding culture of communication with guests and the team.
Assist the Experience Manager and General Manager in reaching guest-satisfaction targets measured through NPS and online reviews.