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Guest Services Representative

2 months ago

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

We are seeking a highly skilled and customer-focused Guest Services Representative to join our team at Hendrick Automotive Group. As a key member of our sales department, you will be responsible for providing exceptional customer service and administrative support to ensure a seamless and enjoyable experience for our guests.

Key Responsibilities
  • Provide friendly and receptive environment for guests, ensuring their needs are met and exceeded.
  • Manage and maintain accurate records of customer traffic and sales process metrics, producing critical reports to support business decisions.
  • Perform opening and closing procedures, ensuring a smooth transition of duties and maintaining a secure environment.
  • Answer and direct phone calls, taking accurate messages and communicating effectively with guests and team members.
  • Direct customers to the appropriate person or department, ensuring their needs are met in a timely and professional manner.
  • Manage and maintain various logs, including the desk log, phone up log, loaner agreement log, dealer plate log, and gas card log.
  • Track and filter incoming calls, taking messages and communicating effectively with guests and team members.
  • Communicate effectively with Guest Services Manager and Greeters, ensuring seamless coordination and support.
  • Reconcile and update data entry with dealership software, ensuring accuracy and efficiency.
  • Produce daily reports, including the Daily Update, Performance Metric, and other critical sales process metrics.
  • Provide refreshments to guests and maintain a clean and comfortable environment, ensuring a positive and welcoming atmosphere.
  • Help maintain a clean and organized workspace, adhering to company standards and expectations.
  • Provide new hire Customer Management training, ensuring new team members are equipped to provide exceptional customer service.
  • Maintain CSI at or above company standards, ensuring exceptional customer satisfaction.
  • Participate in required training, staying up-to-date on company policies and procedures.
  • Record all hours worked accurately in the company timekeeping system.
  • Follow all safety rules and regulations, ensuring a safe and secure work environment.
  • Demonstrate company core values, including Servant Leadership, Teamwork through Trust & Respect, Integrity, Commitment to Customer Enthusiasm, Passion for Winning, Accountability at All Levels, and Commitment to Continuous Improvement.
Requirements
  • High school diploma or equivalent required.
  • Up to 3 years of customer service experience desired.
  • Excellent interpersonal, communication, and organizational skills required.
  • Intermediate skills in Microsoft Office Products, with ability to learn Dealership Management System and web-based applications.
  • Ability to understand and follow instructions, communicate effectively with customers and company personnel.
  • Regular and predictable attendance required, with flexibility to work evening hours, weekends, and holidays.
  • Ability to walk, stand, sit, and use hands to finger, handle, and feel, with frequent clerical and administrative responsibilities.