Guest Loyalty Specialist - Duluth, United States - EchoPark Automotive

Description

Guest Loyalty Specialist in Duluth, GA at EchoPark Automotive


Job Type:
Other

Experience:
Associate
Job Description

EchoPark Automotive is looking to hire a Guest Loyalty Specialist for our store in Duluth, GA.

The EchoPark Guest Loyalty Specialist in Duluth, GA manages the guest experience after the sale of the vehicle.

The Guest Loyalty Specialist assists the Experience Manager and General Manager in reaching desired targets for guest satisfaction as measured at EchoPark through NPS and online reviews.

What You'll Do:
Ensure the guest's happiness and their likelihood to recommend EchoPark to others.
At all times act as the owner of the company/guest communication. Own the guest's concerns until you've resolved any issues and/or met the guest's needs
Answer and return all guest phone calls and emails in a timely, friendly manner
Communicate with sales and recon departments
Schedule appointments
Liaise with Recon to ensure timely completion and with guests to provide updated information and expectations
Ensure repairs have met company standards and guest expectations
Resolve conflicts for guests in a manner that builds and promotes the EchoPark brand
Monitor and respond to all NPS and online guest reviews for a given store
Positive reviews – respond to, and thank, the guest
Negative reviews – research the scenario (guest history, vehicle, Experience Guide, etc.) and prepare a response to the review.
Work to create an outstanding culture of communication with the guest and team

What We're Looking For:
Commitment to guest happiness
Excellent written and verbal communication skills (email, web, phone, in-person)
Strong, creative problem-solving skills
Be transparent
Willingness to learn
Take ownership
Celebrate small successes
Take the high road

What We Offer:
Health, Dental and Vision Insurance
401k with 4% company match
Paid vacation
Access to leadership and personal development programs

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