What are the responsibilities and job description for the Guest Services Associate position at Tony Group?
Job Summary:
The Guest Center Associate serves as the primary telephone support for our sales, service, parts, and body shop departments. This role supports the company’s Vision: “Best place to work & Best place for our guests to do business” and Mission: “Build long-term relationships with our associates & guests & make a positive difference in our community.”
Essential Job Responsibilities:
Inbound and Outbound Calls
- Answer all incoming calls to the Guest Center across all departments.
- Make outbound calls to invite guests to the dealership and follow up on recalls.
- Contact owners who have missed their first service or same-day no-shows to reschedule appointments.
- Provide updates on special-order parts, appointment reminders, and recall campaigns.
Customer Service
- Deliver an outstanding guest experience on every call.
- Conduct CSI follow-up calls to ensure customer satisfaction.
- Work closely with the service manager and service driver to identify and communicate service opportunities.
Training and Development
- Participate in Tony Group activities, including product knowledge sessions and informational training.
Additional Responsibilities
- Adhere to Tony Group Standards:
- SMILE: Be positive and respectful to everyone.
- GREET: Acknowledge all guests within five feet.
- HELP: Assist every guest or direct them to someone who can.
- THANK: Always thank the guest.
- GOLD: Go for Gold in appearance and service every day.
Required Skills & Abilities:
- Strong verbal and written communication skills.
- Excellent interpersonal and customer service skills.
- Strong telephone etiquette.
Education & Experience:
- High school diploma or equivalent.
- 6–12 months of related customer service experience, preferably in a call center, retail, or automotive service environment.
- Experience handling inbound and outbound calls.
Physical Requirements:
- Regularly required to sit, use hands to finger, handle, or feel, and talk or hear.
- Occasionally lift and/or move up to 10 pounds.
- Specific vision abilities required include close and distance vision.
Compensation:
- Pay: From $16.00 per hour
- Expected Hours: 40 per week
Benefits:
- 401(k) with matching
- Dental, vision, and health insurance
- Life insurance
- Paid time off
- Employee discounts
- Referral program
Salary : $16