Guest Services Associate

Job Summary:
The Guest Center Associate serves as the primary telephone support for our sales, service, parts, and body shop departments. This role supports 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.”

Essential Job Responsibilities:

Inbound and Outbound Calls

• Answer all incoming calls to the Guest Center across all departments.
• Make outbound calls to invite guests to the dealership and follow up on recalls.
• Contact owners who have missed their first service or same-day no-shows to reschedule appointments.
• Provide updates on special-order parts, appointment reminders, and recall campaigns.

Customer Service

• Deliver an outstanding guest experience on every call.
• Conduct CSI follow-up calls to ensure customer satisfaction.
• Work closely with the service manager and service driver to identify and communicate service opportunities.

Training and Development

• Participate in Tony Group activities, including product knowledge sessions and informational training.

Additional Responsibilities

• Adhere to Tony Group Standards:
  • SMILE: Be positive and respectful to everyone.
  • GREET: Acknowledge all guests within five feet.
  • HELP: Assist every guest or direct them to someone who can.
  • THANK: Always thank the guest.
  • GOLD: Go for Gold in appearance and service every day.

Required Skills & Abilities:

• Strong verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Strong telephone etiquette.

Education & Experience:

• High school diploma or equivalent.
• 6–12 months of related customer service experience, preferably in a call center, retail, or automotive service environment.
• Experience handling inbound and outbound calls.

Physical Requirements:

• Regularly required to sit, use hands to finger, handle, or feel, and talk or hear.
• Occasionally lift and/or move up to 10 pounds.
• Specific vision abilities required include close and distance vision.

Compensation:

• Pay: From $16.00 per hour
• Expected Hours: 40 per week

Benefits:

• 401(k) with matching
• Dental, vision, and health insurance
• Life insurance
• Paid time off
• Employee discounts
• Referral program