Guest Services Manager

Hendrick Automotive Company • Duluth, GA • 1h ago

Rick Hendrick Chrysler Dodge Jeep Ram Duluth

Location: 2473 Pleasant Hill Road, Duluth, Georgia 30096

Summary: Responsible for managing Guest Services to ensure friendly and receptive environment for guests. Provides administrative functions for the sales department through accurate recording of Guest traffic and production of reports with critical traffic and process metrics.

Supervisory Responsibilities: This job has direct supervisory responsibilities.

Essential Duties and Responsibilities include the following:

Oversees training and supervision of Guest Services Representatives.

Works closely with upper management and Human Resource in hiring and discipline decisions.

Works closely with department managers to ensure customer satisfaction

Ensures delivery of excellent customer service to customers

Prepares the department schedule.

Maintains effective employee relations

Supports Variable operations through accurate recording of walk-in and phone traffic.

Completes reports that contain critical metrics that help the dealership management team manage key objectives.

Management of administrative functions of the sales department

Provides new hire CRM training.

Ability to analyze data and give insight to the team and dealership management regarding areas for improvement.

Attends required manager's meetings

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:

o GED

o High School Diploma

v Associate Degree

o Bachelor Degree

o Master Degree

o Doctorate Degree

Field of Study/Work Experience:

o Accounting

v Automotive

o Business

o Human Resources

o Information Technology

Desired Work Experience:

o up to 3 years

v 3-5 years

o 5+ years

Education/Experience:

Previous customer service experience. Prior supervisory experience preferred.

Certificates and Licenses:

v Valid Driver's License

o Automobile Salesperson License

Computer Skills:

Intermediate Computer skills with Microsoft Office products. Intermediate ability to learn software 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 stand; walk; and sit.

Environment Demands:

Duties are performed throughout the premises, both indoors and outdoors. Due to the nature of the position, employee may be exposed to various work environments and required to perform a variety of tasks. Work includes frequent movement around the company facilities and the outdoor car lot to interact with customers and other departments. Work involves continual contact and interaction with guests and dealership personnel.

Verbal and Writing Ability:

Ability to read and comprehend instructions, correspondence, and memos. Ability to effectively present information in one-on-one and small group situations to customers and other employees.

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.

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