Guest Loyalty/Guest Service in Grand Prairie, TX at EchoPark Automotive

Job Description

EchoPark Guest Service/Loyalty Specialist

Job Summary

The EchoPark Guest Loyalty Specialist in Grand Prairie,TX  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.

This position exists to manage the guest’s after-sales experience and ensure that the guest receives an excellent experience in line with the EP brand promise.  

An EchoPark Guest Loyalty Consultant in (location) will: 

• At all times act as the owner of the EchoPark/Guest communication. Own the guest’s concerns until issues are resolved and the guest’s needs are met. 

• Greet post-sale guests with a friendly and helpful attitude when they arrive on site. 

• Respond to guests’ post-sale concerns received via phone or email in a timely and friendly manner. 

• When necessary, engage other EchoPark family members to obtain information necessary to respond to guest inquiries and resolve post-sale challenges. 

• Provide timely updates to guests so that they remain informed and proper expectations can be set. 

• Document all guest communication in eLeads to create a full record of customer interaction. 

• Schedule post-sale appointments. 

• Ensure all necessary parts have been ordered and delivered. 

• At post-sale appointments, serve as the guest’s primary point of contact. Meet and greet the guest, make the guest feel welcome, set reasonable expectations for the upcoming process. 

• Write 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. 

You may be a perfect fit for Guest Loyalty Consultant in (location) if you have the following attributes: 

• Resilience, agile, and open to change 

• Great professional attitude and strong work ethic 

• Ability to follow directions and processes 

• Willingness to keep learning 

• Active-listening and strong communication skills 

• Respect for team mates 

• Excellent customer service mindset 

• Positive outlook 

Guest Loyalty Consultant 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 

• Computer/ipad literate   

• General knowledge of major online review sites and their purpose 

EchoPark Automotive offers the following Benefits: 

• Health, Dental, and Vision Insurance  

• Salary range - $42,000-$45,000 (Bonus potential monthly 250,350,500)

• 401K 

• Paid vacation 

• Access to leadership and personal development programs 

• Casual dress  

If you enjoy working hard and having fun, apply for the full-time Guest Loyalty Consultant position located in (location). 

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