Guest Services Representative

Hendrick•Jacksonville, FL

7d•Onsite

About The Position

Stevenson-Hendrick Honda Jacksonville is seeking a Guest Services Representative to help create a welcoming and positive experience for guests. This role supports the sales team with administrative tasks, tracks customer traffic, and compiles reports on key sales metrics. Additionally, the position supports day-to-day social media efforts, including creating and scheduling posts, monitoring engagement, responding to comments and messages, and staying updated on trends. The representative will manage the content calendar, gather basic performance insights for online audiences (Facebook and Instagram), and monitor and respond to customer reviews on platforms like Google and social media, escalating concerns to management.

Requirements

Previous customer service experience desired.
Excellent interpersonal, communication, and organizational skills are required.
Valid Driver’s License
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.
The position requires regular and predictable attendance.
Scheduled shifts may include evening hours, weekends, and holidays.
While performing the duties of this job, the employee is regularly required to talk or hear.
The employee is frequently required to walk, stand, sit; use hands to finger, handle, and feel.
Duties are performed primarily in the showroom or outdoor sales lot.
Heavy phone work.
Work includes frequent clerical and administrative responsibilities and interaction with customers and employees.
Due to the nature of this position, employee may be exposed to various work environments.
Ability to read and comprehend instructions, correspondence, and memos.
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

GED
High School Diploma
Associate Degree
Bachelor Degree
Master Degree
Doctorate Degree
Accounting
Automotive
Business
Human Resources
Information Technology
up to 3 years
Automobile Salesperson License

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 and takes accurate messages.
Directs customers to the appropriate person or department.
Create basic social media posts.
Track engagement (likes, shares, comments).
Respond to comments and direct messages.
Monitors online reviews on platforms such as Google and social media.
Responds to customer reviews in a professional, timely, and brand-appropriate manner.
Flags recurring issues or concerning feedback to management to support customer satisfaction and operational improvements.
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.
Helps maintain a clean and comfortable environment (monitor facility).
Maintains CSI at or above Company standards.
Maintains an organized, clean and safe work area.
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.