Guest Services Representative

Hendrick Automotive Group•Jacksonville, FL

11d•Onsite

About The Position

Stevenson-Hendrick Honda Jacksonville is seeking a Guest Services Representative to create a welcoming and positive experience for guests while supporting the sales team with administrative tasks. This role also involves managing social media efforts, including content creation, scheduling, engagement monitoring, and responding to comments and messages. Additionally, the representative will monitor and respond to customer reviews on platforms like Google and social media, escalating concerns to management. The position requires performing opening and closing procedures, handling phone calls, directing customers, and maintaining various logs. Key responsibilities include data entry into dealership software, maintaining a clean work area, and ensuring customer satisfaction (CSI) standards are met.

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.
Regular and predictable attendance is required.
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
Associate Degree
Bachelor Degree
Master Degree
Doctorate Degree
Accounting
Automotive
Business
Human Resources
Information Technology

Responsibilities

Performs opening and closing Guest Services procedures.
Answers incoming phone calls in a courteous, prompt, and professional manager.
Directs phone calls to the appropriate person.
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.