Guest Experience Specialist

4 weeks ago

London, Canada Ford Full time

**Job Summary**:
As a Guest Experience Specialist at Courtesy Ford Lincoln, you will play a pivotal role in creating a welcoming and exceptional experience for our valued customers. Positioned at the front reception desk, you will be the first point of contact for clients, making a lasting impression by offering incomparable service and personalized interactions. Your primary responsibilities will include greeting and assisting customers, directing them to the appropriate departments or employees, maintaining showroom traffic records, and ensuring a seamless, luxurious experience for our clients.

**Key Responsibilities**:

- **Customer Greeting and Assistance**:

- Warmly welcome customers as they enter the dealership in person or by phone.
- Assist customers in finding the appropriate department, salesperson, or service advisor.
- Create a positive and friendly atmosphere by offering water, coffee, and refreshments.
- Offering colouring books for kids.
- Booking service appointments as inquiries come in. Provide Roadside assistance info.
- **Client Relationship Building**:

- Establish and maintain positive relationships with clients, fostering loyalty and trust.
- Remember and address clients by name, creating a personalized experience.
- Engage in conversations to help pass time while waiting.
- Express appreciation for their business and ensure a high level of satisfaction.
- Perform Lincoln follow up calls to ensure satisfactory service and thank our guests.
- **Showroom Traffic Management**:

- Monitor and record showroom traffic, keeping track of clients' presence in the dealership in our DMS system.
- Be Aware of and help to coordinate salespeople's schedules and appointments to ensure efficient customer service.
- Bring to the attention of management any customer issues/concerns/complaints.
- Document outgoing/incoming dealer plates via a log.
- **Delivery Coordination - Client side**:

- Know the details of daily vehicle deliveries and greet delivery customers by name.
- Ensure a smooth handover process for clients receiving their vehicles.
- Touch base with clients throughout the process, check in, offer drinks.
- **Customer Files and Payments**:

- Create and maintain customer files for vehicle purchases and records as needed.
- Handle customer payments and deposits, ensuring accuracy and security.
- **Showroom Maintenance**:

- Maintain cleanliness and tidiness of the showroom. Alert management of any areas requiring maintenance/cleaning/attention.
- Regularly check, wipe down, and replenish coffee stations to enhance the customer experience.

**Qualifications**:

- Exceptional interpersonal and customer service skills.
- Professional appearance and demeanor.
- Strong organizational and multitasking abilities.
- Ability to think on the go and adapt to changing situations.
- Positive attitude and willingness to go the extra mile.
- Previous experience in a customer-facing role.
- Experience in a luxury retail establishment or concierge type role is an asset.
- Familiarity with dealership operations is an advantage.
- High school diploma or equivalent.

**Working Conditions**:

- This role primarily operates at the front reception desk within the dealership showroom.
- Regular interaction with customers and dealership staff.
- Some standing and walking will be required.

The Guest Experience Specialist at Courtesy Ford Lincoln is a key ambassador for our dealership, responsible for providing clients with the luxury experience we are known for. Your dedication to delivering exceptional customer service, building relationships, and creating a welcoming environment is instrumental in ensuring our clients' loyalty and satisfaction.

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