Guest Service Representative

Hendrick BMW Northlake

Location: 10720 Northlake Auto Plaza Blvd, Charlotte, North Carolina 28269

 

FLSA Status:

√  Nonexempt

EEO Job Classification:

o   Executive/Senior Level Officials and Managers

o   First/Mid-Level Officials and Managers

o   Professionals

o   Technicians

o  Sales

√   Office and Clerical

o   Craft Workers (Skilled)

o   Operative (Semiskilled)

o   Laborers (Unskilled)

o   Service Workers

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. Other duties may be assigned.

• Performs opening and closing Guest Services procedures.
• 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 CM training when requested

Corresponding Goals:

• Has an aspiration for future advancement within the dealership or Hendrick organization.

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 disabilities to perform the essential functions.

Education/Experience:

• 6 months of Customer Service experience required.
• High school diploma, GED, or demonstrated capabilities from work experience.

Verbal and Writing Ability:

Ability to receive and communicate with customers courteously, efficiently, and professionally.

Math Ability:

Applies basic mathematical principles of addition, subtraction, multiplication and division.

Reasoning Ability:

Ability to apply common sense understanding to carry out simple instructions. Ability to deal with standardized situations.

Computer Skills:

Aptitude and ability to work multiple software applications including but not limited to MS Excel, MS Word and the dealership CRM system.

Environment Demands:

Duties are performed primarily in the showroom.  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.

Physical Demands:

Regularly required to sit, write, type, walk indoors and outdoors.

Competency:

To perform the job successfully, an individual should demonstrate the following competencies:

• Teamwork - Upbeat, positive, “smile” on the phone, personable, energetic, outgoing, and competitive in a team oriented culture.
• Analytical - Collects and records data.
• Problem Solving - Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; responds well to questions.
• Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time.
• Adaptability - Changes approach or method to best fit the situation.
• Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Completes tasks on time or notifies appropriate person with an