What are the responsibilities and job description for the Guest Relations Representative position at Lexus of Woodland Hills?
Overview
The Guest Relations Representative ensures that all customer issues and concerns are resolved promptly. This person greets visitors in a friendly, interested, and helpful manner. He or she engages with customers and works closely with the Sales and Service team to ensure things run efficiently. In addition, he or she performs clerical and administrative duties as needed.
The ideal candidate has a high school diploma or GED and previous experience in a similar position (administrative, clerical, call center, customer service, etc.). Candidates must have a pleasant and courteous personality, strong administrative and organizational skills, strong phone and computer skills, and excellent communication and interpersonal skills.
In addition to competitive pay, we offer our employees: Health, Dental, Vision, Life, 401K, Health & Wellness Program, community involvement and company paid vacation and holidays.
Responsibilities
- Ensure all customer issues and concerns are resolved promptly.
- Make daily follow up calls to customers who have serviced their vehicles and/or purchased vehicles and attempt to resolve any concerns.
- Meet and greet customers promptly in a professional and courteous manner.
- Performs other duties as assigned.
- Engage with customers waiting for their vehicles in the customer lounge.
- Work closely with the sales and service team to ensure things run efficiently.
- Make daily observations of sals and service department concerns and report to the General Manager daily/weekly.
- Update social media content as needed.
- Follow up with Customers to ensure CSI (Customer Satisfaction Index) scores are maintained well above the Nation’s average.
- Arrange the Monthly New Owner Event for new customers (evening).
- Demonstrate behaviors consistent with the Company's Values in all interactions with customers, co-workers and vendors.
Qualifications
- 1 years' previous experience as a Guest or Customer Relations Representative.
Auto Dealership experience a Preferred!
Tekion experience a PLUS!
- Social Media experience a PLUS!
- High school diploma or equivalent.
- Professional appearance and work ethic.
- Outstanding communication skills in both verbal and written.
- Great attitude with high-energy personality.
- Excellent customer service, computer and typing skills.
- Ability to work well in a process driven environment.
- Bilingual a PLUS!