Guest Services Representative

1 week ago


Charlotte, North Carolina, United States Hendrick Automotive Company Full time
Job Summary

We are seeking a highly skilled Guest Services Representative to join our team at Hendrick Lexus Charlotte. As a key member of our sales department, you will be responsible for ensuring a friendly and receptive environment for our guests and providing administrative support through accurate recording of customer traffic and production of reports with critical sales process metrics.

Key Responsibilities:

  • Perform opening and closing Guest Services procedures
  • Answer incoming phone calls in a courteous, prompt, and professional manner
  • Direct phone calls to the appropriate person
  • Take accurate messages
  • Direct customers to the appropriate person or department
  • Manage the desk log, phone up log, loaner agreement log, dealer plate log, and gas card log
  • Track and filter all incoming calls and take messages
  • Communicate effectively with Guest Services Manager and Greeters
  • Reconcile/updates data entry with dealership software
  • Produce Daily Reports: Daily Update (1, 5, Close), Performance Metric (core Guests Services reports)
  • Walk around the showroom hourly to offer refreshments to guests
  • Provide a warm, positive and happy environment for Guests, their children and fellow teammates
  • Help maintain a clean and comfortable environment (monitor facility)
  • Provide new hire Customer Management training when requested
  • Maintain CSI at or above Company standards
  • Maintain an organized, clean and safe work area
  • Participate in required training
  • Record all hours worked accurately in company timekeeping system
  • Follow Safeguards rules and regulations
  • Demonstrate the Company's Core Values
  • Comply with Company policies and procedures
  • Observes all Federal, State, Local and Company safety rules and regulations in the performance of duties

Requirements:

  • Previous customer service experience desired
  • Excellent interpersonal, communication, and organizational skills 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

Work Environment:

The position requires regular and predictable attendance. Scheduled shifts may include evening hours, weekends, and holidays.

Physical Demands:

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.

Core Values:

We are committed to Servant Leadership, Teamwork through Trust & Respect, Integrity, Commitment to Customer Enthusiasm, Passion for Winning, Accountability at All Levels, and Commitment to Continuous Improvement.



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