Guest Ambassador
Guest Ambassador
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Salary Not Disclosed
1 Vacancy
Job Description
Summary
The Guest Ambassador is responsible for ensuring every customer receives a seamless positive and memorable experience with the dealership. This role focuses on follow-up communication and relationship management serving as the customers advocate while supporting sales service and parts teams. Guest Ambassadors also play a key role in vehicle delivery ensuring customers are set up with the digital tools and fully informed about the features of their new vehicles. Ultimately Guest Ambassadors build loyalty increase satisfaction and drive repeat and referral business.
Key Responsibilities
Customer Communication & Follow-Up
Lead post-purchase and post-service follow-up to ensure customer needs are addressed.
Handle escalated customer complaints concerns and feedback in coordination with management.
Compile follow-up information and track resolution outcomes for reporting.
Ensure consistent communication that reflects the dealerships brand values and standards.
Delivery Management
Act as Delivery Manager for their assigned dealership.
Assist customers with setting up digital back-end accounts linked to their vehicles (apps connected services etc.).
Provide an in-depth walk-through of vehicle features technology and benefits to ensure customers feel confident using their new vehicle.
Confirm customers have all necessary information and resources before leaving the dealership.
Customer Relationship Management (CRM)
Maintain accurate customer records in the CRM system.
Track follow-up activity and ensure no customer concern is overlooked.
Feedback & Insights
Gather and document customer feedback to identify trends and opportunities for improvement.
Share insights with management to support customer experience initiatives.
Collaboration
Partner with Sales Service and Parts Managers to address root causes of customer concerns.
Work closely with the Customer Experience leadership team to refine processes and improve dealership performance on factory surveys.
Qualifications
Strong interpersonal and communication skills both written and verbal.
High level of empathy professionalism and problem-solving ability.
Experience in customer service hospitality or automotive dealership preferred.
Comfortable using CRM systems email and reporting tools.
Detail-oriented organized and able to manage multiple customer touchpoints.
Technologically proficient with ability to demonstrate vehicle technology and digital systems to customers.
Performance Metrics
Timeliness and accuracy of follow-up.
Customer satisfaction and feedback.
Complaint resolution within set timelines.
Consistency of CRM documentation.
Delivery satisfaction scores and customer readiness with new vehicles.
Contribution to improved factory survey results and repeat/referral business.
Reporting Structure
Reports directly to the Director of Customer Experience.
Collaborates closely with Sales Service Parts and dealership leadership teams.
Employment Type
Full-Time
