Guest Relations Manager

About Murdock Hyundai of Murray

Murdock Hyundai of Murray is part of the Murdock Auto Team — a family-owned automotive group with 100 years of history serving Northern Utah from Lindon to Logan. We are dedicated to redefining automotive excellence through unparalleled customer service, exceptional guest experiences, and lasting relationships with every person who walks through our doors.

Our mission is simple: "When you walk through our doors, you feel like family." Our four core values — Integrity, Family, Growth, and Accountability — are not words on a wall. They are the foundation of how we hire, lead, and serve. Our ownership is active in day-to-day operations, and our culture is consistently the #1 reason our people love coming to work.

Position Overview

We are seeking a passionate, customer-centric professional to join us as Guest Relations Manager. You will be the driving force behind our commitment to delivering exceptional service at every touchpoint of the guest journey — from initial inquiry through post-purchase follow-up. You will serve as the primary advocate for our customers, collaborate across departments to improve processes, and leverage data and feedback to continuously elevate the Murdock experience.

This is a high-visibility role with direct impact on our customer satisfaction scores (CSI), online reputation, and overall dealership culture. If you are energized by solving problems, building relationships, and creating moments that turn customers into lifelong advocates — we want to hear from you.

Key Responsibilities

Customer Experience & Relationship Management

• Develop and implement strategies to enhance the overall guest experience across Sales and Service touchpoints.
• Serve as the primary point of contact for customer feedback, inquiries, and escalated concerns, resolving issues with urgency and professionalism.
• Contact customers via phone and email to ensure satisfaction and follow through on every complaint until fully resolved.
• Build lasting relationships with guests and represent the Murdock brand with integrity at every interaction.

Analytics & Continuous Improvement

• Utilize customer feedback and data analytics to identify trends, gaps, and opportunities to improve the guest experience.
• Maintain thorough records of all customer complaints, resolutions, and follow-up actions.
• Compile and submit regular data reports to management to support performance decisions and goal-setting.
• Stay current on industry trends and best practices in customer experience management, continuously seeking opportunities for innovation.

Cross-Department Collaboration & Coaching

• Partner with Sales, Service, F&I, and other departments to streamline processes and optimize the end-to-end customer journey.
• Assist the General Manager with coaching staff on customer service best practices to strengthen manufacturer CSI scores.
• Communicate regularly with the GM to share guest data, set improvement goals, and address ongoing issues.
• Ensure all relevant managers receive timely notice of written complaints and are looped in on resolution actions.

Reputation, Events & Communications

• Monitor, respond to, and manage the dealership's presence on online review platforms and social media.
• Provide monthly content for the dealership's customer e-newsletter.
• Coordinate manufacturer events, customer appreciation clinics, and community events throughout the year.
• Represent Murdock Hyundai at offsite events as needed, including evenings or weekends.
• Maintain the dealership staff photo database and update the staff website as needed.

Qualifications

• High School Diploma or GED required; some college or degree in Business, Communications, Hospitality, or related field preferred.
• Minimum one (1) year of customer service or guest relations experience within a sales or service organization.
• Previous automotive dealership experience is a significant plus and strongly preferred.
• Bilingual (English/Spanish) candidates are strongly encouraged to apply.
• Demonstrated ability to resolve conflict and manage escalations with empathy and professionalism.
• Strong leadership and interpersonal skills — able to motivate staff and foster a culture of service excellence.
• Analytical mindset with the ability to interpret customer data and feedback to drive informed decisions.
• Exceptional written and verbal communication skills at all organizational levels.
• Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint) and comfortable with CRM and review platform tools.
• Detail-oriented with strong organizational and time management skills.
• Ability to read and comprehend vehicle characteristics and technical features.
• Must be at least 18 years of age and authorized to work in the United States.

Pay: $18.00 - $20.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Referral program

Work Location: In person

Salary : $18 - $20