Guest Services Representative

Hendrick Automotive Group • Charlotte, NC

1d • Onsite

About The Position

The Guest Services Representative at Rick Hendrick City Chevrolet is responsible for performing opening and closing procedures, managing incoming phone calls, directing customers and calls to the appropriate personnel or departments, and taking accurate messages. This role involves maintaining various logs (desk, phone up, loaner agreement, dealer plate, gas card), tracking and filtering calls, and communicating effectively with the Guest Services Manager and Greeters. Key duties also include reconciling and updating data in dealership software, producing daily reports, and ensuring a welcoming environment by offering refreshments and maintaining facility cleanliness. The representative is expected to provide new hire Customer Management training when requested, maintain CSI standards, and adhere to company policies, safety rules, and core values. The position requires regular and predictable attendance, including potential evening hours, weekends, and holidays. Hendrick Automotive Group emphasizes core values such as Servant Leadership, Teamwork, Integrity, Customer Enthusiasm, Passion for Winning, Accountability, and Continuous Improvement, and values its 10,000+ teammates.

Requirements

• Ability to perform each essential duty satisfactorily.
• High School Diploma.
• Excellent interpersonal, communication, and organizational skills.
• 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.
• 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

• Previous customer service experience desired.
• 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 manager.
• 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.

What This Job Offers

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