Guest Loyalty/Guest Service

  • 500 E 104th Ave, Thornton, CO 80229, USA
  • Full-time

Job Description

EchoPark Guest Service/Loyalty Specialist

Job Summary

The EchoPark Guest Loyalty Specialist in Thornton, CO manages the guest experience after the sale of the vehicle. The Guest Loyalty Specialist assists the Experience Manager and General Manager in reaching desired targets for guest satisfaction as measured at EchoPark through NPS and online reviews.

Essential Functions

  • Ensure the guest’s happiness and their likelihood to recommend EchoPark to others.
  • At all times act as the owner of the company/guest communication. Own the guest’s concerns until you’ve resolved any issues and/or met the guest’s needs
  • Answer and return all guest phone calls and emails in a timely, friendly manner

Guest Questions

  • Answer guest questions accurately, openly and honestly
  • Engage other EchoPark family members to obtain information necessary to answer guests’ questions

Mechanical and Cosmetic Issues (IWEO or post sale concerns)

  • Field guest calls and emails
  • Communicate with sales and recon departments
  • Schedule appointments
  • Ensure necessary parts are ordered
  • At the guest appointment service as the point of contact: meet and greet the guest, make guest feel welcome, set expectations regarding upcoming process
  • Arrange alternate transportation if necessary (BVA or rental car)
  • Write the repair order
  • Liaise with recon to ensure timely completion and with guest to provide updated information and expectations
  • Ensure repairs have met company standards and guest expectations
  • Close repair order
  • Resolve conflicts for guests in a manner that builds and promotes the EchoPark brand
  • Monitor and respond to all NPS and online guest reviews for a given store
  • Positive reviews – respond to, and thank, the guest
  • Negative reviews – research the scenario (guest history, vehicle, Experience Guide, etc.) and prepare a response to the review.
  • Obtain management approval of drafted response and issue response and/or apology to guest
  • Work to create an outstanding culture of communication with the guest and team
  • Work respectfully with your EchoPark family members
  • Keep an open mind about how we can constantly innovate

Minimum Qualifications

  • Work habits that are guest-centric
  • Commitment to guest happiness
  • A history of success in a team environment
  • Ability to utilize our technology and programs and stay current with our technology training
  • Excellent written and verbal communication skills (email, web, phone, in-person)
  • Strong, creative problem-solving skills
  • Ability to take initiative and think critically to identify improvement opportunities
  • Ability to take ownership of the details – large and small
  • Decision making that demonstrates good judgment
  • General knowledge of vehicle mechanical operations and/or tag and title regulation
  • Clean motor vehicle record and criminal background record

Desired Experience

  • Previous customer service, training or guest advocacy role
  • Previous experience in an automotive service repair environment
  • Previous experience in automotive tag and title
  • Experience with web-based applications/programs (i.e. SurveyGizmo, Reputation.com)
  • Experience with tablet technology
  • Experience with or general knowledge of major online review sites and their purpose
  • Experience with guest feedback (surveys, online reviews, et al) a plus

Additional Information

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

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