Guest Services Associate

Tony Volkswagen; Waipahu (HI); On-site; USD 22,000 - 32,000; Full time

Job summary

Tony Volkswagen in Hawaii is seeking a friendly telephone support agent to assist our sales and service guests, handling inbound and outbound calls, scheduling, recalls, and reminders. You will help drive guest satisfaction and CSI outcomes by providing an awesome experience.

You will work closely with the service manager and drive outreach for service opportunities, while adhering to the Tony Group Standards (Smile, Greet, Help, Thank, Gold).

Qualifications

• High School Diploma or equivalent required.
• One month of related experience.
• Strong telephone skills required.
• Good verbal and written communication skills.

Responsibilities

• Answer inbound guest center calls across sales, service, parts, and body shop.
• Make outbound calls inviting guests to the dealership and to recall guests who missed a service appointment.
• Reschedule no-shows on the same day of the missed appointment.
• Provide CSI follow-up calls and ensure an excellent guest experience.
• Coordinate with the service manager and drive outreach for service opportunities.

Skills

Verbal communication

Written communication

Interpersonal skills

Customer service

Education

High School Diploma or equivalent

Job description

Serves as telephone support staff for sales and service departments. Responsible for supporting 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".

• Inbound and Outbound Calls - Answers all inbound Guest center calls - sales, service, parts, and body shop. Makes outbound calls inviting guests to the dealership and to recall guests, owners who have missed first service. Contacts all no-shows to reschedule missed appointments, same day of missed appointment. Advises customers on special-order parts status, appointment reminders, and recall campaigns
• Customer Service - Provide an awesome Guest Experience and make CSI follow-up calls.
• Works directly with service manager and service drive, personnel contacting customers for service opportunities.
• Participates in Tony Group activities with product knowledge and informational sessions.

Additional Responsibilities: Adhere to the Tony Group Standards

• SMILE: be positive and respectful to everyone
• GREET: greet everyone within five feet
• HELP: help every guest or find someone who can
• THANK: remember to always thank the guest
• GOLD: Go for Gold (Grand Opening Look, Daily)

Qualifications

Required Skills/Abilities:

• Good verbal and written communication skills.
• Excellent interpersonal and customer service skills.

Education and Experience:

• High School Diploma or equivalent
• One month of related experience.
• Strong telephone skills required.

Physical Requirements:

Regularly required to sit; use hands to finger, handle, or feel; and talk or hear. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, and distance vision.