Guest Loyalty Specialist - Guest Care Guru in Henderson, NV at EchoPark Automotive
Date Posted: 5/28/2021
Job Snapshot
Henderson, NV 89014
About
EchoPark Automotive is one of the fastest growing brands within the automotive industry. We are building a business based on doing things the right way. From the way we treat our guests, take pride in our work and share opportunities for our employees to grow as we grow. We are proud of what we're doing here and would love to tell you about our opportunities!
Job Description
EchoPark Automotive is looking for a Guest Loyalty Specialist to assist the guest experience at our newest location outside Las Vegas in Henderson, NV set to open in August 2021!
The EchoPark Guest Loyalty Specialist in Henderson manages the guest experience after the sale of the vehicle. The Guest Loyalty Specialist assists the 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
- Close repair order
- 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, Reputation.com)
- 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