Guest Services Representative

Hendrick Automotive Group; Charlotte (NC); On-site; USD 21,000 - 30,000; Full time

Job summary

Hendrick Automotive Group is seeking a Guest Services associate at Rick Hendrick City Chevrolet in Charlotte, NC. You will answer calls, direct inquiries, log data, and support daily showroom operations to ensure a friendly guest experience.

Responsibilities include managing logs, handling messages, and assisting guests and team members while maintaining CSI standards. This role requires a valid driver's license and strong interpersonal skills to thrive in a busy retail automotive setting.

Qualifications

• Previous customer service experience desired and required for effective guest handling.
• Excellent interpersonal, communication, and organizational skills are required.
• Valid Driver’s License is required.

Responsibilities

• Performs opening and closing Guest Services procedures.
• Takes accurate messages and directs calls to the appropriate person.
• Answers incoming phone calls in a courteous, prompt, and professional manner.
• Walks showroom hourly to offer refreshments to guests.
• Maintains CSI at or above Company standards.
• Records all hours worked accurately in the timekeeping system.

Skills

Customer Service

Communication

Interpersonal Skills

Organizational Skills

Education

GED

High School Diploma

Associate Degree

Bachelor Degree

Master Degree

Doctorate Degree

Tools

Dealership Management System

Microsoft Office

Web-based applications

Job description

Location

Rick Hendrick City Chevrolet Location: 5101 E. Independence Blvd, Charlotte, North Carolina 28212

Pay

Pay: $18.50/hr.

Essential Duties and Responsibilities

• Performs opening and closing Guest Services procedures.
• Answers incoming phone calls in a courteous, prompt, and professional manner.
• Directs phone calls to the appropriate person.
• Takes accurate messages.
• Directs customers to the appropriate person or department.
• Manages the desk log, phone up log, loaner agreement log, dealer plate log, and gas card log.
• Tracks and filters all incoming calls and takes messages.
• Communicates effectively with Guest Services Manager and Greeters.
• Reconciles/updates data entry with dealership software.
• Produces Daily Reports: Daily Update (1, 5, Close), Performance Metric (core Guests Services reports).
• Walks around the showroom hourly to offer refreshments to guests.
• Provides a warm, positive and happy environment for Guests, their children and fellow teammates.
• Helps maintain a clean and comfortable environment (monitor facility).
• Provides new hire Customer Management training when requested.
• Maintains CSI at or above Company standards.
• Maintains an organized, clean and safe work area.
• Participates in required training.
• Records all hours worked accurately in company timekeeping system.
• Follows Safeguardsrules and regulations.
• Demonstrates the Company’s Core Values.
• Complies with Company policies and procedures.
• Observes all Federal, State, Local and Company safety rules and regulations in the performance of duties.
• Other duties as assigned.

Additional Information

This job description in no way states or implies that these are the only duties and responsibilities to be performed by this employee. The employee will be required to follow any other instructions and to perform any other duties and responsibilities upon the request of a supervisor. This job description is subject to revision at the discretion of the company.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with medical conditions to perform the essential functions.

Desired Education

• GED
• High School Diploma
• Associate Degree
• Bachelor Degree
• Master Degree
• Doctorate Degree

Field of Study / Work Experience

• Accounting
• Automotive
• Business
• Human Resources
• Information Technology

Desired Work Experience

• up to 3 years
• 3-5 years
• 5+ years

Education / Experience

Previous customer service experience desired. Excellent interpersonal, communication, and organizational skills are required.

Certificates and Licenses

• Valid Driver’s License
• Automobile Salesperson License

Computer Skills

Intermediate skills in Microsoft Office Products. Ability to learn Dealership Management System and web based applications utilized in operations.

Communication Skills

• Ability to understand and follow instructions.
• Ability to communicate effectively with customers and company personnel.

Attendance Expectations

The position requires regular and predictable attendance. Scheduled shifts may include evening hours, weekends, and holidays.

Physical Demands

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to walk, stand, sit; use hands to finger, handle, and feel.

Environment Demands

Duties are performed primarily in the showroom or outdoor sales lot. Heavy phone work. Work includes frequent clerical and administrative responsibilities and interaction with customers and employees. Due to the nature of this position, employee may be exposed to various work environments.

Verbal and Writing Ability

Ability to read and comprehend instructions, correspondence, and memos.

Math Ability

Ability to add, subtract, multiply and divide.

Reasoning Ability

Ability to apply common sense understanding to carry out instructions. Ability to deal with standardized situations.

Core Values

• Servant Leadership – Servant Leaders consciously put the needs of others before their own, because to serve people is to value them.
• Teamwork through Trust & Respect – Diversity is strength, and when we trust and respect one another we can work as a team to achieve at a high level.
• Integrity – Being honest and transparent with people, in an effort to do the right thing within the letter and spirit of the law, drives every action we take and every decision we make.
• Commitment to Customer – Enthusiasm Every day we recommit ourselves to the customer experience, and we are empowered to exceed the expectations of our customers.
• Passion for Winning – Hendrick’s tradition of winning is based on the idea of striving to be the best, not the biggest, and is therefore defined by how we treat our people.
• Accountability at All Levels – Taking ownership of our actions and our decisions allows us to grow as individuals, and support each other as a team.
• Commitment to Continuous Improvement – Every day we soften our hearts as well as our egos, in order to seek out and improve upon areas of opportunity within ourselves and our team.

Equal Opportunity Statement

Hendrick is an Equal Opportunity employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply. For more information regarding the EEOC, please visit https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf.

Company Culture

Hendrick Automotive Group believes that its people are its most important assets. Together, everyone achieves more. We work as a team, best utilizing our individual talents and skills to reach a common goal. Hendrick Automotive Group teammates help each other to balance their commitments to family and to the community they represent. Our 10,000 plus teammates across the country are empowered and trained to be leaders within our organization. At Hendrick Automotive Group we are defined by our integrity. We believe in doing what is right for our fellow teammates, our customers and our corporate partners. The core values of this company are what shape every action we take and every decision that is made. Our customers are important to us. They’re family. We genuinely desire for our customers to feel valued and cared about whenever inside our doors. Every day, Hendrick Automotive Group teammates recommit themselves to exceeding the expectations of our customers. The Hendrick name is synonymous with winning, at the dealership and on the race track. We are committed to continuing the Hendrick tradition of success and performance. Our teammates are empowered to overcome obstacles and do what it takes to satisfy our customers, lift up our fellow teammates and build profits. The automotive industry is rapidly progressing. Every day, Hendrick Automotive Group takes the initiative to find ways to achieve success through simpler, better, faster and leaner processes. We work daily to invest in the improvement of our teammates and develop resources to offer opportunities for personal growth and development. We strive for excellence in all that we do.