Guest Services Manager

Hendrick Automotive Group•Hoover, AL

36d

About The Position

Responsible for managing Guest Services to ensure friendly and receptive environment for guests. Provides administrative functions for the sales department through accurate recording of Guest traffic and production of reports with critical traffic and process metrics. This job has direct supervisory responsibilities. Essential Duties and Responsibilities include the following: Oversees training and supervision of Guest Services Representatives. Works closely with upper management and Human Resource in hiring and discipline decisions. Works closely with department managers to ensure customer satisfaction Ensures delivery of excellent customer service to customers Prepares the department schedule. Maintains effective employee relations Supports Variable operations through accurate recording of walk-in and phone traffic. Completes reports that contain critical metrics that help the dealership management team manage key objectives. Management of administrative functions of the sales department Provides new hire CRM training. Ability to analyze data and give insight to the team and dealership management regarding areas for improvement. Attends required manager’s meetings Maintains CSI at or above Company standards Maintains an organized, clean and safe work area Participates in required training Records all hours worked accurately in company timekeeping system Follows Safeguards rules and regulations. Demonstrates the Company’s Core Values Complies with Company policies and procedures Observes all Federal, State, Local and Company safety rules and regulations in the performance of duties. Other duties as assigned

Requirements

Ability to understand and follow instructions.
Ability to communicate effectively with customers and company personnel.
The position requires regular and predictable attendance.
Scheduled shifts may include evening hours, weekends, and holidays.
Ability to read and comprehend instructions, correspondence, and memos.
Ability to effectively present information in one-on-one and small group situations to customers and other employees.
Ability to add, subtract, multiply and divide.
Ability to apply common sense understanding to carry out instructions.
Ability to deal with standardized situations.

Nice To Haves

Previous customer service experience.
Prior supervisory experience preferred.
Intermediate Computer skills with Microsoft Office products.
Intermediate ability to learn software applications utilized in operations.

Responsibilities

Oversees training and supervision of Guest Services Representatives.
Works closely with upper management and Human Resource in hiring and discipline decisions.
Works closely with department managers to ensure customer satisfaction
Ensures delivery of excellent customer service to customers
Prepares the department schedule.
Maintains effective employee relations
Supports Variable operations through accurate recording of walk-in and phone traffic.
Completes reports that contain critical metrics that help the dealership management team manage key objectives.
Management of administrative functions of the sales department
Provides new hire CRM training.
Ability to analyze data and give insight to the team and dealership management regarding areas for improvement.
Attends required manager’s meetings
Maintains CSI at or above Company standards
Maintains an organized, clean and safe work area
Participates in required training
Records all hours worked accurately in company timekeeping system
Follows Safeguards rules and regulations.
Demonstrates the Company’s Core Values
Complies with Company policies and procedures
Observes all Federal, State, Local and Company safety rules and regulations in the performance of duties.
Other duties as assigned