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:
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Administrative Duties – Assists GSO support staff with phone calls and training. Assists the GSO Manager with administrative duties, scheduling, and monitoring production levels.
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Training - Assists GS support staff with phone calls and training. Participates in Tony Group activities with product knowledge and informational sessions.
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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
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Customer Service – Provide an awesome Guest Experience and make CSI follow-up calls.
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Works directly with service manager and service drive, personnel contacting customers for service opportunities.
Supervisory Responsibilities:
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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.
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Oversee recruiting, interviewing, hiring, and training of new staff.
- Oversees the daily workflow to ensure that departmental policies and procedures are followed.
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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
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SMILE: be positive and respectful to everyone
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GREET: greet everyone within five feet
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HELP: help every guest or find someone who can
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THANK: remember to always thank the guest
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GOLD: Go for Gold (Grand Opening Look, Daily)
Required Skills/Abilities:
- Strong phones skills are required.
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Good verbal and written communication skills.
- Excellent interpersonal and customer service skills.
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Excellent Customer service skills.
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Previous automotive industry experience is preferred.
Education and Experience:
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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.
