Receptionist

Position Description

The Receptionist is responsible for performing a variety of tasks to ensure our customers have a positive experience and a good first impression by phone or in person of our Mazda of Clearwater team. On most occasions the Receptionist is the first point of contact for the company. As such the Receptionist has the responsibility to make sure people feel welcomed valued and that they get the assistance or information they need from the dealership.

Receptionists greet customers clients visitors and vendors and answer phone calls while maintaining professional composure throughout each interaction. They manage and filter all communication from outside sources to internal employees either by phone email or verbally; receive and/or sign for packages; and ensure the front desk is always kept in order.

This position provides full-time and part-time opportunities. This is not a managerial position.

Specific Duties:

• Greets showroom customers and determines the nature of their visit.
• Greets service department customers in the customer waiting area during the morning hours and ensures their comfort.
• Answers basic customer inquiries. Refers more extensive inquiries to the appropriate person.
• Directs customers to the correct department notifies the appropriate salesperson that a customer is waiting or introduces the customer to a salesperson.
• Assist physically challenged customers and those with special needs.
• Share customer feedback with the appropriate manager.
• Manage telephone system answer screen or forward calls providing information and taking messages.
• Collect and distribute mail parcels and courier deliveries to the appropriate departments or employees within the organization.
• Perform administrative support tasks such as proofreading documents records or other files; transcribing information; or inputting data into computer software applications.
• Perform clerical tasks in support of administrative or operational needs.
• Prepare business correspondence as needed.
• Coordinate with both the Sales and Service Departments to ascertain personnel available to receive customer calls and to facilitate paging within the dealership.
• Maintain the integrity of each entrance or egress designated for public use with regard to safe access free of obstructions or impediments and both note and report the operation of each door relaying in writing any problems to the Facility Manager.
• Facilitate the safe evacuation of customers and employees in the showroom area in case of an emergency or other situation.
• Monitor the cleanliness of the customer waiting areas both service and showroom and alert the facility custodian of any concerns. Assist in maintaining the cleanliness and orderliness of the hot beverage area and clean/disinfect counter surfaces at close of shift; restock water and related supplies as needed.
• Clean and polish reception furniture and fixtures.
• Empty all trash receptacles in the reception area and adjacent to the front entrance of the dealership.

• Complete additional/other tasks as assigned by the Office Manager and/or Controller.

Knowledge Skills and Abilities inherent in the position:

• Work with Computers using computers and computer systems (including hardware and software) to enter data or process information.
• Customer Service assess customer needs interact positively and facilitate an excellent experience;
• Concern for Others requires being sensitive to others needs and feelings and being understanding and helpful on the job;
• Active Listening Give full attention to what other people are saying take time to understand the points being made ask questions as appropriate and do not interrupt at inappropriate times;
• Oral Comprehension and Expression listen to understand and convey information effectively;
• Problem Sensitivity the ability to tell when something is wrong or likely to go wrong;
• Cooperation being pleasant with others on the job and displaying a good-natured cooperative attitude; and
• Self- Control maintaining composure keeping emotions in check controlling anger and avoiding aggressive behavior even in very difficult situations.

Requirements:

• Maintain a current status for required Mazda Certification(s) and ensure the courses listed are no more than one year old:
  • Customer Operations Professionals Certification (D853); and
  • Ultimate Mazda Experience (UMX) UMX Sales or Service Standards.

• Demonstrate complete understanding of the dealerships phone and paging systems with emphasis on call flow trouble shooting and contingency operations.
• Attend all first aid CPR and basic lifesaving training offered by or through the dealership for employees.
• Wear assigned clothing/uniform each day and ensure all clothing and accessories are mainlined in optimal condition; and
• Participate in all company surveys performance assessments and peer reviews.

Objectives:

• Help create a positive customer experience through engaged attentive and interrogative interactions wherein our customers feel welcomed valued and they get the assistance or information they need from the dealership.

Successive Positions and Opportunities

The Receptionist position is both developmental as an independent track and as a launching point for other positions. It serves as an entry point and long-term track with myriad opportunities wherein receptionists can grow within our organization.