Guest Services Representative
Willis Automotive
- Des Moines, IA
- Permanent
- Full-time
- A great benefits package, available the first month following 30 days of employment, which includes: Medical, Dental, Vision, Short and Long Term Disability, plus additional supplemental insurances
- 401k with company match
- Paid Time Off and 7 paid holidays
- Employee discounts at all locations
- Paid training and development on and off-site
- Employee appreciation: employee of the month, food trucks, community involvement, discounted event tickets, and more!
- Respond to customer inquiries or service requests via e-mail or phone in a professional and courteous manner.
- Manage appointment schedules to maintain an adequate workload for all vehicle lines, including detail and accessories, based on assigned hours and appointment numbers, according to technician and advisor availability.
- Schedule service appointments and accurately describe the service needs in the appointment system software.
- Reserve loaners and complete proper forms for the scheduling of rental cards and pick up and/or drop off scheduled appointments. Coordinate drivers, arrange for out of town pick up, and deliver of vehicles.
- Promptly respond to requests from various department personnel (sales, collision, etc.) in a professional and courteous manner to assist in providing the ultimate guest experience.
- Perform follow-up calls to all service customers to ensure that they are completely satisfied with their recent work performed.
- Complete out-going calls to customer base to increase appointment and retention.
- High School Diploma or equivalent required
- Previous experience working in multi-line call center preferred
- Working knowledge of Excel, Outlook and locating information on the Internet required
- Strong written and verbal communication skills required
- Ability to remain calm during confrontation required
- Strong attention to detail