Guest Services Representative

Job Posting

Willis Automotive is a family and locally owned automotive group located in Des Moines, IA. We carry INFINITI, Cadillac, Lexus, MINI Cooper, Jaguar, Land Rover, Volvo, Chevrolet, and Nissan. Our growing company also includes Collision, Detail, and Reconditioning teams. At Willis Automotive, we adhere to our six core values to maintain a tradition of automotive excellence and service leadership for all of our guests!

Willis Automotive Offers:

• A great benefits package, available the first month following 30 days of employment, which includes: Medical, Dental, Vision, Short and Long Term Disability, plus additional supplemental insurances
• 401k with company match
• Paid Time Off and 7 paid holidays
• Employee discounts at all locations
• Paid training and development on and off-site
• Employee appreciation: employee of the month, food trucks, community involvement, discounted event tickets, and more!

Primary Function:

Provide exceptional service in a fast paced, multi-line dealership when responding to customers' appointment needs and inquiries. This position functions as a liaison between customers and service advisors to enhance communication. Performs all duties within the objectives, standards, and policies of Willis Automotive.

Duties and Responsibilities:

• Respond to customer inquiries or service requests via e-mail or phone in a professional and courteous manner.
• Manage appointment schedules to maintain an adequate workload for all vehicle lines, including detail and accessories, based on assigned hours and appointment numbers, according to technician and advisor availability.
• Schedule service appointments and accurately describe the service needs in the appointment system software.
• Reserve loaners and complete proper forms for the scheduling of rental cards and pick up and/or drop off scheduled appointments. Coordinate drivers, arrange for out of town pick up, and deliver of vehicles.
• Promptly respond to requests from various department personnel (sales, collision, etc.) in a professional and courteous manner to assist in providing the ultimate guest experience.
• Perform follow-up calls to all service customers to ensure that they are completely satisfied with their recent work performed.
• Complete out-going calls to customer base to increase appointment and retention.

What we need from you:

• High School Diploma or equivalent required
• Previous experience working in multi-line call center preferred
• Working knowledge of Excel, Outlook and locating information on the Internet required
• Strong written and verbal communication skills required
• Ability to remain calm during confrontation required
• Strong attention to detail