Guest Loyalty Specialist - Black Hills Harley Davidson in Rapid City, SD at Sonic Powersports

Job Description

Black Hills Harley Davidson is currently looking for a guest loyalty specialist.  Candidate will be dedicated to ensuring the happiness of our customers, enhancing their likelihood to recommend Black Hills Harley Davidson to others. This role will work with all departments to help them consistently deliver an “over the top” experience to all we serve. This role serves as the primary owner of customer-company communications, taking full responsibility for addressing and resolving any customer concerns and maintain a strong relationship post-sale. We offer a benefit package including 401k match, health insurance, dental insurance, vision insurance, life insurance, paid holidays, and paid time off. 

Major Duties and Responsibilities

• Maintain a high degree of customer satisfaction and provide a warm welcome to customers, making them feel valued and setting clear expectations for their visit.
• Ensure customers are greeted immediately, In a courteous and friendly manner whether “walk-in” or on the phone.
• Answer and return all customer phone calls and emails promptly and in a friendly manner.
• Proactively contact all new/used motorcycle customers and all cashiered service customers regarding their experience and alerting them to C.X.I. surveys.
• Coordinate effectively with sales and service departments to facilitate seamless customer experiences.
• Schedule appointments when needed and manage rider expectations regarding the process.
• Coordinate with the service department to ensure timely completion of vehicle preparations and communicate updates to customers.
• Verify that all repairs and services meet company standards and customer expectations.
• Foster an outstanding culture of communication with both customers and the team, ensuring transparency and satisfaction.
• Handle customer complaints reasonably, showing empathy and a positive attitude, and demonstrate our commitment to “Make Things Right”.
• Treat all employees and customers fairly, courteously, and with dignity in line with dealership policies and priorities.

Other Duties

• As Assigned

Physical Demands

• Requires the ability to operate a personal computer, multi-line phone, and basic office equipment.
• Occasionally required to bend, stoop, crouch, and reach.
• Ability to work flexible schedule with the potential of high amounts of over-time during peak seasons and events such as during and after the annual Sturgis motorcycle rally in August.

• Strong communication and customer service skills, with the ability to manage concerns empathetically and efficiently.
• Ability to take ownership of tasks and see them through to completion.
• Experience in coordinating across multiple departments to achieve a common goal.
• A positive and proactive approach to problem-solving and customer relations.
• Passion for all the powersports brand.
• High School diploma or equivalent; further training in customer service or related fields within the automotive or powersports industry is a plus.

All your information will be kept confidential according to EEO guidelines.

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