Guest Services Representative

Hendrick Automotive Group; Kansas City (MO); On-site; USD 34,000 - 42,000; Full time

Job summary

Hendrick Lexus North in Kansas City, part of Hendrick Automotive Group, seeks a guest services administrator to maintain a friendly showroom environment and handle administrative duties for the sales team. You will record customer traffic, produce essential reports, and support daily operations with accuracy and courtesy.

Ideal candidates have previous customer service experience and strong interpersonal skills.

Qualifications

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

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 and takes accurate messages.
• Manages the desk log, logs related to phone, loaner, dealer plates and gas cards.
• Produces Daily Reports and keeps CSI above company standards.
• Walks showroom hourly to offer refreshments and ensure a welcoming environment.
• Maintains clean, safe work area and supports new hire Customer Management training.
• Records all hours worked in the timekeeping system.

Skills

Customer service

Phone handling

Data entry

Microsoft Office

Communication

Education

GED

High School Diploma

Associate Degree

Bachelor Degree

Master Degree

Tools

Dealership software

MS Office

Job description

Hendrick Lexus North (Kansas City) Location: 9300 NW Prairie View Rd, Kansas City, Missouri 64153

Summary: Ensures friendly and receptive environment for guests and provides administrative functions of the sales department through accurate recording of customer traffic and production of reports with critical sales process metrics.

Supervisory Responsibilities: This job has no direct supervisory responsibilities.

Essential Duties and Responsibilities include the following:

• Performs opening and closing Guest Services procedures.


• Answers incoming phone calls in a courteous, prompt, and professional manager.


• 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 Safeguards rules 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.

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.

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.

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.

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.