Guest Services Representative

Charleston, SC, USA|Onsite

Job Overview

Employment Type

Full-time

Work Schedule

Weekend Shifts

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Retirement Plan

Employee Discounts

Training and Development

Career advancement opportunities

Job Description

Rick Hendrick BMW Charleston is a premier automotive dealership known for its commitment to delivering exceptional customer service and a superior car buying experience. Located at 1518 Savannah Hwy, Charleston, South Carolina, the dealership operates as part of the larger Hendrick Automotive Group, a leader in the automotive retail space, dedicated to innovation, integrity, and excellence. With a strong reputation in the Charleston community and beyond, Rick Hendrick BMW Charleston provides customers with access to the latest BMW models, high-quality used vehicles, and comprehensive automotive services including maintenance and repairs by certified technicians. The dealership values a friendly and professional environment, ensuring guests feel welcomed and valued from the moment they arrive. Employees at Rick Hendrick BMW Charleston are part of a dynamic, team-oriented culture that emphasizes growth, development, and delivering outstanding customer experiences. This role is a full-time position focused on supporting the sales department through administrative and guest service functions, essential for maintaining the dealership's high standards of operational excellence and customer satisfaction.

The position in question centers on facilitating a friendly and receptive environment for guests while handling critical administrative duties that support the sales team. Though this role does not carry supervisory responsibilities, it plays a vital role in managing customer interactions and operational workflows. This includes answering incoming phone calls promptly and professionally, directing guests and calls to appropriate personnel, maintaining detailed logs such as loaner agreements and dealer plates, and producing daily sales and performance reports that help track dealership metrics. The individual in this role must engage with customers warmly, offering a positive and welcoming showroom atmosphere, assisting with new hire training when required, and ensuring cleanliness and safety standards throughout the facility. Key performance indicators such as Customer Satisfaction Index (CSI) are monitored and maintained to meet or exceed company standards, highlighting the department’s commitment to excellence.

Candidates are expected to possess excellent interpersonal, communication, and organizational skills, paired with a proficiency in Microsoft Office and the ability to quickly learn dealership management systems. The role requires regular attendance, including some evening, weekend, and holiday shifts, reflecting the operational hours of the dealership. Beyond technical skills, the role demands adherence to the company's core values such as servant leadership, teamwork via trust and respect, integrity, a passion for winning, accountability, and commitment to continuous improvement. These values underscore the dealership’s dedication not only to customers but also to creating a supportive and ethical workplace. This comprehensive approach ensures that Rick Hendrick BMW Charleston remains a top choice for both customers and employees seeking a rewarding career in the automotive industry.

Job Requirements

Regular and predictable attendance
ability to work scheduled shifts including evenings, weekends, and holidays
ability to talk and hear regularly
ability to walk, stand, sit frequently
ability to use hands to finger, handle, and feel
work primarily in showroom and outdoor sales lot
ability to perform heavy phone work
ability to perform clerical and administrative tasks
ability to read and comprehend instructions, correspondence, and memos
ability to add, subtract, multiply and divide
ability to apply common sense understanding
commitment to company core values including servant leadership, teamwork, integrity, customer enthusiasm, passion for winning, accountability, and continuous improvement

Job Qualifications

High school diploma or GED
previous customer service experience desired
excellent interpersonal skills
excellent communication skills
excellent organizational skills
intermediate Microsoft Office skills
ability to learn dealership management systems and web-based applications
valid driver’s license
ability to understand and follow instructions
ability to communicate effectively with customers and personnel

Job Duties

Perform opening and closing guest services procedures
answer incoming phone calls courteously and professionally
direct phone calls to appropriate personnel
take accurate messages
direct customers to appropriate persons or departments
manage desk log, phone up log, loaner agreement log, dealer plate log, and gas card log
track and filter all incoming calls and take messages
communicate effectively with guest services manager and greeters
reconcile and update data entry with dealership software
produce daily reports including daily update and performance metrics
walk around the showroom hourly to offer refreshments to guests
provide a warm, positive, and happy environment for guests and team members
help maintain a clean and comfortable environment
provide new hire customer management training when requested
maintain CSI at or above company standards
maintain an organized, clean, and safe work area
participate in required training
record all hours worked accurately in company timekeeping system
follow safeguards rules and regulations
demonstrate the company’s core values
comply with company policies and procedures
observe all federal, state, local and company safety rules and regulations
perform other duties as assigned