Guest Services Supervisor-Kona

Job Summary:

Responsible for supporting the company’s Vision: “Best place to work & Best place for our guests to do business” and Mission: “Build long term relationships with our associates & guests & make a positive difference in our community”.Essential

Job Responsibilities:

Administrative Duties – Assists GSO support staff with phone calls and training. Assists the GSO Manager with administrative duties, scheduling, and monitoring production levels.

Training
- Assists GS support staff with phone calls and training. Participates in Tony Group activities with product knowledge and informational sessions.

Inbound and Outbound Calls
- Answers all inbound Guest center calls – sales, service, parts, and body shop. Makes outbound calls inviting guests to the dealership and to recall guests, owners who have missed first service. Contacts all no-shows to reschedule missed appointments, same day of missed appointment. Advises customers on special-order parts status, appointment reminders, and recall campaigns

Customer Service – Provide an awesome Guest Experience and make CSI follow-up calls.

Works directly with service manager and service drive, personnel contacting customers for service opportunities.

Supervisory Responsibilities:

Lead, Coach, Teach, Mentor, Motivate & Encourage in a way that builds a team of eagles!

Train, supervise and monitor the performance of Guest Service Associates.

Oversee recruiting, interviewing, hiring, and training of new staff.

Oversees the daily workflow to ensure that departmental policies and procedures are followed.

Provide constructive and timely performance evaluations.

Handles discipline and termination of employees in accordance with company policy.

Collaborate with manufacturer’s reps to develop a cohesive & mutually beneficial relationship.

Performs other related duties as assigned

Additional Responsibilities:
Adhere to the Tony Group Standards SMILE: be positive and respectful to everyone GREET: greet everyone within five feetHELP: help every guest or find someone who canTHANK: remember to always thank the guestGOLD:
Go for Gold (Grand Opening Look, Daily)
Required Skills/Abilities:

Strong phones skills are required.

Good verbal and written communication skills.

Excellent interpersonal and customer service skills.

Excellent Customer service skills.

Previous automotive industry experience is preferred.

Education and Experience:

High School Diploma or equivalent and 1 year of related experience and/or training.

Physical Requirements:

Regularly required to sit for extended periods of time; use hands to finger, handle, or feel; and talk or hear. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.
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