Guest Services Representative

Hendrick Automotive Group•Kansas City, MO

2d•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 performs opening and closing Guest Services procedures, answers incoming phone calls courteously and professionally, directs calls and customers to the appropriate person or department, and takes accurate messages. The position also manages various logs (desk log, phone up log, loaner agreement log, dealer plate log, and gas card log), tracks and filters incoming calls, communicates effectively with management and greeters, and reconciles/updates data entry with dealership software. Key responsibilities include producing daily reports, offering refreshments to guests, maintaining a positive and clean environment, and assisting with new hire training. The role also focuses on maintaining Customer Satisfaction Index (CSI) at or above company standards, maintaining an organized and safe work area, participating in required training, accurately recording work hours, and adhering to all company policies, procedures, and safety regulations.

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.
The position requires regular and predictable attendance.
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
Valid Driver’s License
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.
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.