Guest Relations Representative

Requisition ID
2017-1199
# of Openings
1
Lexus of Stevens Creek
US-CA-San Jose
Division
Administration

Overview

 

ABOUT US

Lexus of Stevens Creek, part of Penske Motor Group, LLC, is taking a different approach to automotive sales.  We understand that the wants and needs of our guest are changing every day.   By adapting and providing superior guest service has made Lexus of Stevens Creek the #1 Luxury retailer in Northern California. 

 

We’re looking for Team Members who are eager, well-rounded, ambitious and who want to jump into a new and exciting career.  Our Learning & Development programs are geared to provide you with the proper introduction into the organization and our team of experts in every discipline will provide you the guidance needed to ensure your success. 

 

Some companies may promise the world by offering you a fancy title or tell you about a creative benefits program that doesn’t fit your personal needs.  We firmly believe in transparency with everything that we do and in providing a variety of benefit offerings that allow our Team Members to select those that are important to them.  With our average Team Member having been with Penske Motor Group for more than 9-years, you can tell that these beliefs are deeply rooted in our culture.

 

OUR COMMITMENT

http://youtu.be/6rYNalxyVTc

 

GIVING BACK

https://www.youtube.com/watch?v=tnPxU1RccpU&list=UUHRS29xtiPtLlUrQ7GtNhpw&feature=player_detailpage

 

We’re looking for the best and brightest to become part of our winning team!  If you have experience in any industry or organization that focuses on providing a superior guest experience, then we encourage you apply today.

 

SUMMARY

The Guest Relations Representative is responsible for ensuring the highest level of guest satisfaction by following up with sales and/or service guests to measure their level of satisfaction and to initiate appropriate action when necessary to raise that level.

Responsibilities

Essential Duties include the following. Other duties and responsibilities may be assigned.

 

  • Follows up by phone, Internet, mail, email, and/or in person with every guest to ensure his or her complete satisfaction with the dealership.

 

  • Meets and greats guests in the Service/Sales departments.

 

  • Handles guest’s concerns that tactfully, promptly, and with genuine concern for the guest’s problems.

 

  • Determines reasons why the dealership has not met guest satisfaction and makes arrangements to meet with those guests.

 

  • Alerts management to any guests concerns that require further action.

 

  • Works with Sales Representatives to ensure follow-up calls are made to guests.

 

  • Keeps records of guest interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.

 

  • Follows up with appropriate personnel to ensure guest concerns were resolved.

 

  • Maintains guest’s contact information including but not limited to phone number (s), email and home addresses.

 

  • Maintains daily guest satisfaction scores and make copies to appropriate personnel.

 

  • Participants and invites guests to attend the new owner events.

 

  • Maintains assigned workplace in an organized and clean manner.

 

  • Maintains high ethical standards in all actions.

 

  • Maintains a professional appearance at all times.

 

  • Performs administrative duties, as assigned.

Qualifications

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Individual should possess:

  • A high school diploma or equivalent;
  • A minimum of one (1) year customer service experience;
  • Knowledge of mathematical principles (adding, subtracting, dividing, multiplying, and percentages) and application;
  • Ability to coordinate activities with other employees; listen to and understand information and ideas presented through spoken words and sentences; use good judgment in challenging situations; read and comprehend instructions and information in the English language; work well with the public; communicate in a professional manner on the phone, Internet and in person; and use standard office equipment.
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Individual is required to sit for long periods of time. Individual will be required to:

  • Sit and stand for long periods at a time.
  • Use hands and fingers in repetitive motions, daily.
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Why Penske Motor Group

WHAT’S IN IT FOR ME?

  • Competitive wages
  • Full Time position available.
  • Training Opportunities through Penske College to help advance this position from a Job to a Career.
  • Full Suite of Medical Benefits to include Health, Dental and Vision Insurance  
  • 401K with Company Match
  • Tuition Reimbursement
  • Employee Referral Bonus Program
  • Company and Corporate Partner Discounts to companies like GE, Dell, Microsoft, Quicken and many others.
  • Access to our Health & Wellness Program, Wellness Coach and more. 

 

WHAT DO TEAM MEMBERS HAVE TO SAY?

Want to know what it’s like to work here?  Check us out on Glassdoor.com! http://www.glassdoor.com/Overview/Working-at-Penske-Motor-Group-EI_IE510101.11,29.htm

 

Follow us on Facebook: www.facebook.com/penskemotorgroupcareers
Follow us on Twitter: www.twitter.com/penskemotorgrp

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