Guest Services Representative

## Guest Services RepresentativeApplylocations: Stevenson-Hendrick Honda Jacksonvilletime type: Full timeposted on: Posted Todayjob requisition id: R-81678Stevenson-Hendrick Honda JacksonvilleLocation: 2221 N Marine Blvd, Jacksonville, North Carolina 28546**Summary:** Helps create a welcoming and positive experience for guests while supporting the sales team with important administrative tasks like tracking customer traffic and putting together reports on key sales metrics.Also supports day-to-day social media efforts, including creating and scheduling posts, monitoring engagement, responding to comments and messages, and staying up to date on current trends. Manages the content calendar and gathers basic performance insights to help the team stay on track and connected with our online audience (Facebook and Instagram). Monitors and responds to customer reviews on platforms like Google and social media, escalating any concerns or critical feedback to management in a timely manner.**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.* Create basic social media posts* Track engagement (likes, shares, comments)* Respond to comments and direct messages* Monitors online reviews on platforms such as Google and social media* Responds to customer reviews in a professional, timely, and brand-appropriate manner* Flags recurring issues or concerning feedback to management to support customer satisfaction and operational improvements* 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.* Helps maintain a clean and comfortable environment (monitor facility)* Maintains CSI at or above Company standards* Maintains an organized, clean and safe work area* 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:**o GED**√** High School Diplomao Associate Degreeo Bachelor Degreeo Master Degreeo Doctorate Degree**Field of Study/Work Experience:**o Accountingo Automotiveo Businesso Human Resourceso Information Technology**Desired Work Experience:****√** up to 3 yearso 3-5 yearso 5+ years**Education/Experience:**Previous customer service experience desired. Excellent interpersonal, communication, and organizational skills are required.**Certificates and Licenses:**o Valid Driver’s Licenseo 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 companypersonnel.**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:**To perform the job successfully, an individual should demonstrate the following 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. #J-18808-Ljbffr