Guest Services Rep

Hendrick • Charlotte, NC

3d • Onsite

About The Position

Ensures a friendly and receptive environment for guests and provides administrative functions of the sales department through accurate recording of customer traffic and production of reports with critical sales process metrics. This role involves performing opening and closing procedures, managing phone calls and messages, directing customers, maintaining various logs, tracking incoming calls, reconciling data with dealership software, producing daily reports, offering refreshments to guests, and maintaining a clean and comfortable environment. The position also includes providing new hire training, maintaining customer satisfaction standards, and ensuring an organized, clean, and safe work area.

Requirements

• Previous customer service experience desired.
• Excellent interpersonal, communication, and organizational skills are required.
• Intermediate skills in Microsoft Office Products.
• Ability to learn Dealership Management System and web based applications utilized in operations.
• Ability to understand and follow instructions.
• Ability to communicate effectively with customers and company personnel.
• Regular and predictable attendance is required.
• 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

• High School Diploma
• Up to 3 years of work experience

Responsibilities

• Performs opening and closing Guest Services procedures.
• Answers incoming phone calls in a courteous, prompt, and professional manner.
• Directs phone calls to the appropriate person.
• Takes accurate messages.
• Directs customers to the appropriate person or department.
• Manages the desk log, phone up log, loaner agreement log, dealer plate log, and gas card log.
• Tracks and filters all incoming calls and takes messages.
• Communicates effectively with Guest Services Manager and Greeters.
• Reconciles/updates data entry with dealership software.
• Produces Daily Reports: Daily Update (1, 5, Close), Performance Metric (core Guests Services reports).
• Walks around the showroom hourly to offer refreshments to guests.
• Provides a warm, positive and happy environment for Guests, their children and fellow teammates.
• Helps maintain a clean and comfortable environment (monitor facility).
• Provides new hire Customer Management training when requested.
• 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.

Benefits

• Company Core Values

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED