Guest Services Supervisor-Kona

TONY HAWAII AUTOMOTIVE GROUP LLC•Kailua, HI

11d•Onsite

About The Position

Responsible for supporting the company’s Vision: “Best place to work & Best place for our guests to do business” and Mission: “Build long term relationships with our associates & guests & make a positive difference in our community”. This role involves administrative duties, training, handling inbound and outbound calls, and providing excellent customer service. The supervisor will lead, coach, teach, mentor, motivate, and encourage the Guest Service Associates, oversee recruiting, interviewing, hiring, and training of new staff, and manage the daily workflow to ensure policies and procedures are followed. They will also provide performance evaluations and handle employee discipline and termination, collaborating with manufacturer's representatives. Additional responsibilities include adhering to the Tony Group Standards: SMILE, GREET, HELP, THANK, and GOLD.

Requirements

High School Diploma or equivalent
1 year of related experience and/or training.
Strong phones skills are required.
Good verbal and written communication skills.
Excellent interpersonal and customer service skills.
Excellent Customer service skills.

Nice To Haves

Previous automotive industry experience is preferred.

Responsibilities

Assists GSO support staff with phone calls and training.
Assists the GSO Manager with administrative duties, scheduling, and monitoring production levels.
Answers all inbound Guest center calls – sales, service, parts, and body shop.
Makes outbound calls inviting guests to the dealership and to recall guests, owners who have missed first service.
Contacts all no-shows to reschedule missed appointments, same day of missed appointment.
Advises customers on special-order parts status, appointment reminders, and recall campaigns.
Provide an awesome Guest Experience and make CSI follow-up calls.
Works directly with service manager and service drive, personnel contacting customers for service opportunities.
Lead, Coach, Teach, Mentor, Motivate & Encourage in a way that builds a team of eagles!
Train, supervise and monitor the performance of Guest Service Associates.
Oversee recruiting, interviewing, hiring, and training of new staff.
Oversees the daily workflow to ensure that departmental policies and procedures are followed.
Provide constructive and timely performance evaluations.
Handles discipline and termination of employees in accordance with company policy.
Collaborate with manufacturer’s reps to develop a cohesive & mutually beneficial relationship.
Performs other related duties as assigned.
Adhere to the Tony Group Standards SMILE: be positive and respectful to everyone GREET: greet everyone within five feet HELP: help every guest or find someone who can THANK: remember to always thank the guest GOLD: Go for Gold (Grand Opening Look, Daily)