Front Desk & Sales Support Executive - Automotive Showroom

Job purpose:

• Responds promptly and professionally to all visitors and incoming telephone calls to provide an exceptional customer experience. Supports Sales teams to achieve their objectives.

Key Responsibilities:

Develops Customer Relationships

Builds effective relationships with customers, striving to meet and exceed their expectations

Follow-up with the lead to invite them to the showroom and records information provided

Communicates clearly, asking questions to find out what assistance and information customers

require and records information provided

Ensures colleagues in Sales teams are provided with accurate customer details

Ensures all customer queries are dealt with in a professional and friendly manner

Ensures all telephone calls are dealt with according to Dealership standards and guidelines

Handles dissatisfied customers courteously, involving the relevant colleague or manager to achieve a

resolution

Encourages visitors to browse the showroom and use the facilities available while they wait, and

introduces colleagues to meet the customer's needs

Introduces relevant members of the team to the customer, ensuring that the colleague concerned is aware of the customer's requirements

Maintains contact with the customer throughout their visit to ensure satisfaction and acknowledges them when they leave

Monitors visitors outside the showroom (e.g. on the forecourt) and makes the relevant colleague aware so they can greet the customer

Maintains the showroom environment

Ensures the reception area is staffed and kept clean and tidy at all times in order to uphold Dealership standards

Maintains the showroom environment including customer waiting area (e.g. lighting, heating, music, TV screen and general tidiness and cleanliness) in accordance with dealer guidelines

Works with the management team to support promotions or events with changes to the showroom environment (e.g. changes to support themed promotions)

Works as a full member of the Dealership team

Works with colleagues across the Dealership to achieve team objectives

Works with colleagues across the Dealership to investigate and resolve customer complaints

Understands and follows company operational guidelines

Ensures opportunities for sales are followed up by the appropriate colleague

Contributes to local marketing activity defined by Sales teams

Maintains a professional manner and high standards of personal presentation at all times

Uses feedback to improve own skills and performance, and adheres to legal, environmental and health and safety requirements, ensuring the safety and security of people, vehicles and property at all times, reporting any known faults or hazards

Key Success Criteria:

• Customer satisfaction targets (e.g. NPS, mystery shop, upstream sales funnel)
• Process delivery/compliance (e.g. telephone queries answered and resolved within the agreed number of rings)
• Personal training and development targets
• Experience: Minimum of 1 year experience
• Education: Bachelor's degree
• Excellent knowledge of Microsoft Excel, PowerPoint and Word