Sonic Automotive is revolutionizing the automotive buying and servicing experience – one Happy Customer at a time. Our customers love their cars and as a Guest Experience Center Agent, You will play an integral role in making sure that their ownership experience is world class. Sonic Automotive believes that Customer Satisfaction begins with Associate Satisfaction –and that means You!  

Sonic Automotive is looking to hire a Guest Experience Production Agent at our world-class Guest Experience Center facility in Lowell, NC.  The Guest Experience Production Agent is responsible for assisting GEC Brand Ambassadors and Team Leaders to ensure department metrics and goals are met and to assist in ensuring the GEC is operating at maximum efficiency.

Duties and Responsibilities:

• Assist Brand Ambassadors as needed to ensure department metrics and goals are met in relation to appointments set, appointments show and sold for Internet and Inbound phone leads
• Assist in monitoring and completing needed tasks to ensure accurate elead data and reporting.  This includes but is not limited to research and fix no shows for agents, merge customer records in eleads, submit non -sales opportunities for reclassification via Help Desk tickets
• Assist in the scheduling and monitoring of agents to include time clock adjustments in CDK,
• Assist in managing and monitoring agent production to include reassigning tasks for agents off shift, monitoring overdue tasks, checking out agents at end or shift and ensuring all daily work is completed
• Assist in completing new agents set up tasks and modifications needed for agents who are reassigned to a different team
• Completing needed template changes across our GEC library
• Assisting in posting of information needed by all agents (e.g. schedules, procedure changes)
• Maintaining AmpBi software including setups and schedulers

Qualifications:

• Confidence and a positive attitude expressed in a genuinely sincere tone
• 2 – 3 years of customer service/sales experience, telephone-based preferred
• A desire to assist team members and drive efficiencies
• Excellent verbal and written communication skills, with superior active listening skills and a talent for problem solving
• A desire to support and ensure agents deliver a remarkable guest experience
• Must have flexible availability
• Skill in the use of personal computers and personal computer software packages like Internet, Outlook Email, MS Word, MS Excel and various other applications
• Ability to work in call center environment
• Ability to organize and handle multiple tasks with flexibility
• Ability to thrive in a team environment and consistently display professional demeanor

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