Guest Services Supervisor-Kona

## Description

**Job Summary:**

Responsible for supporting the company’s **Vision:** “Best place to work & Best place for our guests to do business” and **Mission:** “Build long term relationships with our associates & guests & make a positive difference in our community”.

**Essential Job Responsibilities:**

• **Administrative Duties – Assists GSO support staff with phone calls and training. Assists the GSO Manager with administrative duties, scheduling, and monitoring production levels.**
• **Training - Assists GS support staff with phone calls and training. Participates in Tony Group activities with product knowledge and informational sessions.**
• **Inbound and Outbound Calls - Answers all inbound Guest center calls – sales, service, parts, and body shop. Makes outbound calls inviting guests to the dealership and to recall guests, owners who have missed first service. Contacts all no-shows to reschedule missed appointments, same day of missed appointment. Advises customers on special-order parts status, appointment reminders, and recall campaigns**
• **Customer Service – Provide an awesome Guest Experience and make CSI follow-up calls.**
• **Works directly with service manager and service drive, personnel contacting customers for service opportunities.**

**Supervisory Responsibilities:**

• Lead, Coach, Teach, Mentor, Motivate & Encourage in a way that builds a team of eagles!
• Train, supervise and monitor the performance of Guest Service Associates.
• Oversee recruiting, interviewing, hiring, and training of new staff.
• Oversees the daily workflow to ensure that departmental policies and procedures are followed.
• Provide constructive and timely performance evaluations.
• Handles discipline and termination of employees in accordance with company policy.
• Collaborate with manufacturer’s reps to develop a cohesive & mutually beneficial relationship.

• Performs other related duties as assigned
• **Additional Responsibilities: *Adhere to the Tony Group Standards***

• SMILE: be positive and respectful to everyone
• GREET: greet everyone within five feet
• HELP: help every guest or find someone who can
• THANK: remember to always thank the guest
• GOLD: Go for Gold (Grand Opening Look, Daily)

## Qualifications
**Required Skills/Abilities:**

• Strong phones skills are required.
• Good verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Excellent Customer service skills.
• Previous automotive industry experience is preferred.

**Education and Experience:**

• High School Diploma or equivalent and 1 year of related experience and/or training.

**Physical Requirements:**

Regularly required to sit for extended periods of time; use hands to finger, handle, or feel; and talk or hear. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.