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Chesterfield

    Guest Loyalty Specialist - Chesterfield, United States - Sonic Automotive

    Sonic Automotive
    Sonic Automotive Chesterfield, United States

    18 hours ago

    Default job background
    Description
    Guest Loyalty Specialist in Chesterfield, MO at EchoPark Automotive

    Location:

    18491 Outlet Boulevard
    Chesterfield, MO 63005

    Job Type:
    Production

    Experience:
    Associate
    Job Description

    EchoPark Automotive is looking for a Guest Loyalty Specialist to assist the guest experience at our St. Louis location based in Chesterfield, MO.
    The EchoPark Guest Loyalty Specialist 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.

    Essential Functions
    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
    Guest Questions
    Answer guest questions accurately, openly and honestly
    Engage other EchoPark family members to obtain information necessary to answer guests' questions
    Mechanical and Cosmetic Issues (IWEO or post sale concerns)
    Field guest calls and emails
    Communicate with sales and recon departments
    Schedule appointments
    Ensure necessary parts are ordered
    At the guest appointment service as the point of contact: meet and greet the guest, make guest feel welcome, set expectations regarding upcoming process
    Arrange alternate transportation if necessary (BVA or rental car)
    Write the repair order
    Liaise with recon to ensure timely completion and with guest 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.
    Obtain management approval of drafted response and issue response and/or apology to guest
    Work to create an outstanding culture of communication with the guest and team
    Work respectfully with your EchoPark family members
    Keep an open mind about how we can constantly innovate
    Minimum Qualifications
    Work habits that are guest-centric
    Commitment to guest happiness
    A history of success in a team environment
    Ability to utilize our technology and programs and stay current with our technology training
    Excellent written and verbal communication skills (email, web, phone, in-person)
    Strong, creative problem-solving skills
    Ability to take initiative and think critically to identify improvement opportunities
    Ability to take ownership of the details – large and small
    Decision making that demonstrates good judgment
    General knowledge of vehicle mechanical operations and/or tag and title regulation
    Clean motor vehicle record and criminal background record
    Desired Experience
    Previous customer service, training or guest advocacy role
    Previous experience in an automotive service repair environment
    Previous experience in automotive tag and title
    Experience with web-based applications/programs (i.e. SurveyGizmo, )
    Experience with tablet technology
    Experience with or general knowledge of major online review sites and their purpose
    Experience with guest feedback (surveys, online reviews, et al) a plus
    All your information will be kept confidential according to EEO guidelines.

    Compensation for this role will be primarily salary.
    $40,000-$50,000 annually

    #J-18808-Ljbffr
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