Service Guest Experience Coordinator

Richmond Ford West; Glen Allen (VA); On-site; USD 35,000 - 50,000; Full time

Benefits offered by this job

401k with company matching

Discounts on vehicles, parts and ser­v

Annual outings

Job summary

Richmond Ford Auto Group in Richmond, VA is seeking a Service Guest Experience Coordinator to deliver exceptional customer experiences in our busy service department. The role offers a 4/10 schedule with alternating Saturdays, and base duties around guest satisfaction.

First-year OTE $40k+, potential to reach $50k+ for top performers; includes $17/hour base pay and monthly bonuses; you\'ll collaborate with leadership across three locations and support the team\'s service operations.

Qualifications

• Experience in hospitality or call center sales preferred.
• Strong proactive and professional approach to customer satisfaction.
• Willing to invest in guests and help drive outcomes.
• Team player with detail orientation and multitasking ability.
• Authorized to work in the USA and able to pass background checks.

Responsibilities

• Provide exceptional guest experiences and resolve inquiries.
• Collaborate with leadership and teams across locations.
• Promote dealership services and schedule appointments.
• Maintain professional appearance and communicate clearly.

Skills

Customer service

Communication

Hospitality experience

Team player

Detail oriented

Job description

Service Guest Experience Coordinator

Richmond Ford Auto Group

Richmond, VA

Why join our team at Richmond Ford:

• Current Schedule is a 4/10 work week
• Consistent day off weekly + closed on Sundays
• Unique opportunity to collaborate with Leadership Teams across three locations
• Top performing automotive Customer Advocate Groupin the entire nation
• Awarded "Dealer of The Year" by Time Magazine
• Voted "Best Place to Work" by the Richmond Times Dispatch based on employee feedback three years in a row
• Family-owned organization that promotes internally first (18/26 current managers took this path into leadership)
• Persistent Customer Service and Guest Lifecycle Management training includes phone, digital communication, and product knowledge provided by industry leading professionals
• Benefits available 1st of month after 60 days
• 401k program with company matching available 1st quarter following six months of employment
• Annual employee outings to include family members
• Discounts on vehicles, parts, and service
• During the peak of Covid, while massive layoffs occurred, not a single employee was let go. Not to mention, the owner helped the employees get through those hard times as much as possible.
• Recurring sponsor for the Children's Hospital of Richmond, Walk to End Alzheimer's, Susan G. Komen, and MADD

Who we are looking for:

• Great Customer Service Skills
• Highly motivated and outgoing; willing to put in effort with our guests for outcomes
• Eager to learn about the automotive industry and dealership operations
• Detail-oriented, independently driven without micromanagement
• Goal-driven and hardly deterred by adversity or negativity
• Meet Your Hiring Manager: Hiring Manager's Linked-In Profile

Compensation: ($35,000-$50,000 annually)

• First year OTE: $40,000+
  Second year OTE: $45,000+
  Top performers earn $50,000+ per year.
• $17/hour Base Pay
• Bonus Structures each month based on attainable key performance metrics
• Team members are well exposed to the larger service organization and often considered for promotion opportunities that become available.

What does a normal day look like?

• Weekday Shifts
  First: 7:00 am - 5:00 pm
  Second: 8:00 am - 6:00 pm
• Alternating Saturdays
  7:30 am - 3:30 pm

Job Requirements/What attributes make our team successful?

• Those with previous Hospitality or Call Center Sales experience fit well in this role
• Committed to customer satisfaction through proactiveness and professionalism
• Enthusiastic and energetic knowing that we earn when we invest in our guests
• Team players who are excited to share in others' successes and assist colleagues
• Attention to detail with an ability to multi-task and return to your focus quickly
• Professional in personal appearance and attitude (dress code enforced)
• Excellent oral and written communication skills with the ability to read and comprehend instructions and information
• Available for full-time employment including evenings and weekends
• Authorized to work in the USA
• Must pass criminal background checks, submit to drug testing, and currently possess a valid Virginia driver's license with a clean driving record.

How you will make a difference at Richmond Ford:

• Our department at Richmond Ford is all about taking care of our Guests. We do everything in our power to ensure the customer is taken care of throughout their entire experience with our company.
• Not only will you be able to help each customer, but you will build rapport and create long-lasting relationships with our team and grow professionally.

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.