Guest Loyalty Specialist/Customer Care Professional in Houston, TX at Sonic Automotive.

Date Posted: 10/31/2018

Job Snapshot

Job Description

EchoPark Automotive is a preowned dealership that offers an excellent training, growth opportunity as well a fun work environment.  EchoPark Automotive is owned by Sonic Automotive, a fortune 300 company.  Echo Park is seeking a Guest Loyalty Specialist.  The Guest Loyalty Specialist ensures customer satisfaction by making sure that every guest experience exceeds customer expectations. The Guest Loyalty Specialist assists the Experience Manager in reaching desired targets for associate guest satisfaction and brand identity.

Essential Functions – As a Guest Loyalty Specialist, you will:
  • Realize first and foremost that the overall objective is the guest’s satisfaction which is the benchmark for success
  • “Own” the guest’s concerns until you’ve resolved their needs
  • Resolve conflicts for guests in a manner that builds the brand
  • Greet guests in a timely, friendly manner, with the goal of building rapport
  • Determine each guest’s vehicle service needs by asking open ended questions and actively listening
  • Check on the progress of issues throughout the day. Contact guests regarding any changes in the promise time.
  • Answer guest questions, accurately, openly, honestly
  • Work with other team members to problem solve, if necessary, in order to      efficiently address a guest’s need

Customer Care Functions

  • Provide an outstanding culture of communication with the guest and team
  • Meet production and guest satisfaction goals
  • Treat your teammates with respect
  • Use technology to assist guests
  • Keep an open mind about how we can constantly innovate

Minimum Qualification

  • Work habits that are guest-centric and committed to exceeding the guest’s needs
  • A history of success in a team environment
  • Ability to utilize our technology and stay current with our technology training
  • Experience using good problem-solving skills, and taking the initiative to think critically to identify improvement opportunities
  • Ability to take ownership of the details – large and small
  • Decision making that demonstrates good judgment
  • Have a general knowledge of vehicle mechanical operations
  • Have a clean motor vehicle record and clean criminal background record

Desired Experience
  • Experience in a customer service, training or guest advocacy role
  • Experience in an automotive service repair environment
  • High school diploma or equivalent
  • Experience with web-based search applications and tablet technology

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