Guest Services Agent

Hendrick BMW Guest Services Representative

Location : 6950 E. Independence Bld., Charlotte, North Carolina 28227

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.

Essential Duties and Responsibilities include the following :

• Performs opening and closing Guest Services procedures.
• Answers incoming phone calls in a courteous, prompt, and professional manner.
• 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 Guest 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 :

GED

High School Diploma

Associate Degree

Bachelor Degree

Master Degree

Doctorate Degree

Field of Study / Work Experience :

Accounting

Automotive

Business

Human Resources

Information Technology

Desired Work Experience :

up to 3 years

3-5 years

5+ years

Education / Experience : Previous customer service experience desired. Excellent interpersonal, communication, and organizational skills are required.

Certificates and Licenses :

Valid Driver's License

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

Teamwork through Trust & Respect

Diversity is strength

Integrity

Commitment to Customer Enthusiasm

Passion for Winning

Accountability at All Levels

Commitment to Continuous Improvement

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.