Guest Experience Coordinator

Richmond Ford Auto Group

Richmond, VA

Why work at Richmond Ford:

• Current Schedule is 4/10 work week. 
• We are Closed on Sundays
• Top performing automotive Customer Advocate Group in the entire nation
• Awarded “Dealer of The Year” by Time Magazine
• Voted “Best Place to Work” by the Richmond Times Dispatch based on employee feedback two years in a row
• Family-owned organization that promotes within. For example, 17 out of the current 26 managers have moved up from their starting position. 
• On-site training that includes phone skills and product knowledge
• 401k program with company matching
• Health, dental, and vision benefits available
• Multiple annual employee outings to include family members
• During the peak of Covid, not a single employee was let go. Not to mention, the owner changed pay plans to make sure each employee was able to survive.
• Discounts on vehicles, parts, and service
• Strong support from Management and the Sales Force
• Richmond Ford is a sponsor for the Children’s Hospital of Richmond, Walk to End Alzheimer’s, Susan G. Komen, and MADD
• Current Manager started in this department

Who we are looking for:

• Great Customer Service Skills
• Highly motivated individual
• Outgoing and eager to learn
• Looking to add someone immediately but willing to wait for the right candidate
• Detail-oriented, multi-tasking, independently driven addition to our team that handles over 1,000 customers per month
• We assist customers that reach out to us. This is not a cold-calling situation.
• Customer advocate
• Meet Your Hiring Manager: Hiring Manager's Linked-In Profile

Compensation: ($44,000-$55,000 annually)

• Our newest team members are on track to make about $44,000 for their first year. Whereas, the team members that are more established, are on track to make closer to 52,000 a year, with the possibility of making closer to $55,000 per year. 

• $14/hour
• Commission ($20 per shown appointment, $10 per sold appointment)
• Bonus Structures each month based on number of set appointments, show percentage, and number of confirmed appointments.
• Annual commission raise based on an average show percentage of 75% or greater.
• Career growth. At least 6 people have started in this department and have since been promoted to higher positions.

What does a normal day look like?

• Weekday Shifts: Morning: 8:00 am – 6:00 pm, Mid: 9:00 am - 7:00 pm, Afternoon: 10:00 am – 8:00 pm
  •  Arrive at 8:00 am to answer overnight and morning inquiries with a text and email for all three locations
  • At 9:00 am, call overnight and morning inquiries
  • Throughout the day, you will receive inbound calls and inquiries that will need to be contacted
  • After overnight and morning inquiries have been called, texted, and emailed, daily follow-up starts
  • You will go through your previous customers who have yet to set an appointment to understand their wants and needs
• Every other Saturday (8:30 am – 6:00 pm)
• Closed Sundays
• Monthly Team Meetings with challenges that include cash and trophy prizes based on performance

Job Requirements/What makes our team successful?

• Hospitality experience preferred (hotel, restaurant workers, recent graduates, we are looking for you!)
• Committed to customer service and satisfaction
• Enthusiastic work ethic
• Team Player
• Attention to detail and ability to multi-task
• Professional in personal appearance and attitude
• Excellent oral and written communication skills with the ability to read and comprehend instructions and information
• Available for full-time employment including evenings and weekends
• Authorized to work in the USA
• Able to pass background checks, drug testing, and have a valid, clean Virginia driver’s license

How you will make a difference at Richmond Ford:

• Working in the GEC department at Richmond Ford is all about taking care of the customer. We are first and foremost, customer advocates. We do everything in our power to ensure the customer is taken care of throughout their entire experience.
• Not only will you be able to help each customer, but you will build rapport and create long-lasting relationships.

Interview Process:

• Application
• Pre-Screen Survey
• Phone Interview
• In-person Interview
• Personality Assessment
• Background Check
• Driving Record Assessment
• Drug Screening

Get to know us: Linked-In Profile for Current and Previous Employees

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.