Guest Services Representative
Company: Hendrick Automotive Group
Location: Jacksonville
Posted on: May 3, 2024
Job Description:
Stevenson-Hendrick Toyota JacksonvilleLocation: 3124 New Bern
Highway, Jacksonville, North Carolina 28546 Summary: Ensures
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. Supervisory Responsibilities: This
job has no direct supervisory responsibilities. Essential Duties
and Responsibilities include the following:
- 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 Qualifications: To perform this job
successfully, an individual must be able to perform each essential
duty satisfactorily. The requirements listed below are
representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with
medical conditions to perform the essential functions. Desired
Education: o GED --- High School Diploma o Associate Degree o
Bachelor Degree o Master Degree o Doctorate Degree Field of
Study/Work Experience: o Accounting o Automotive o Business o Human
Resources o Information Technology Desired Work Experience: --- up
to 3 years o 3-5 years o 5+ years Education/Experience: Previous
customer service experience desired. Excellent interpersonal,
communication, and organizational skills are required. Certificates
and Licenses: o Valid Driver's License o Automobile Salesperson
License Computer Skills: Intermediate skills in Microsoft Office
Products. Ability to learn Dealership Management System and web
based applications utilized in operations. Communication Skills:
Ability to understand and follow instructions. Ability to
communicate effectively with customers and company personnel.
Attendance Expectations: 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. Environment Demands: Duties are
performed primarily in the showroom or outdoor sales lot. Heavy
phone work. Work includes frequent clerical and administrative
responsibilities and interaction with customers and employees. Due
to the nature of this position, employee may be exposed to various
work environments. Verbal and Writing Ability: Ability to read and
comprehend instructions, correspondence, and memos. - Math Ability:
Ability to add, subtract, multiply and divide. Reasoning Ability:
Ability to apply common sense understanding to carry out
instructions. Ability to deal with standardized situations. - Core
Values: To perform the job successfully, an individual should
demonstrate the following Core Values: Servant Leadership Servant
Leaders consciously put the needs of others before their own,
because to serve people is to value them. Teamwork through Trust &
Respect Diversity is strength, and when we trust and respect one
another we can work as a team to achieve at a high level. Integrity
Being honest and transparent with people, in an effort to do the
right thing within the letter and spirit of the law, drives every
action we take and every decision we make. Commitment to Customer
Enthusiasm Every day we recommit ourselves to the customer
experience, and we are empowered to exceed the expectations of our
customers. Passion for Winning Hendrick's tradition of winning is
based on the idea of striving to be the best, not the biggest, and
is therefore defined by how we treat our people. Accountability at
All Levels Taking ownership of our actions and our decisions allows
us to grow as individuals, and support each other as a team.
Commitment to Continuous Improvement Every day we soften our hearts
as well as our egos, in order to seek out and improve upon areas of
opportunity within ourselves and our team. This job description in
no way states or implies that these are the only duties and
responsibilities to be performed by this employee. The employee
will be required to follow any other instructions and to perform
any other duties and responsibilities upon the request of a
supervisor. This job description is subject to revision at the
discretion of the company. Hendrick is an Equal Opportunity
employer. Minorities, women, veterans, and individuals with
disabilities are encouraged to apply. For more information
regarding the EEOC, please visit .
Keywords: Hendrick Automotive Group, Jacksonville , Guest Services Representative, Hospitality & Tourism , Jacksonville, North Carolina
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