Guest Services Supervisor-Kona

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)