Receptionist

Receptionist

Role Summary

The Receptionist is a key process owner and contributor to the overall success of the dealership and is responsible for being the first point of contact for our company.  Accurately and efficiently handling telephone calls and greeting customers is a key focus of this role   

 Reporting to the Office/Accounting Manager, the Receptionist utilizes seasoned organizational and communication skills, strong attention to detail and the ability to multi-task in a fast-paced environment to handle incoming telephone calls while performing a wide range of administrative and office support duties. 

By providing exceptional customer service on the telephone the Receptionist makes an important contribution to the overall productivity, profitability, and customer satisfaction within the dealership. 

Department
All

Reports To
Office/ Accounting Manager

Position Type
Full-Time/Part-Time

Est. Weekly Hours
40/hrs

Key Functions

Core

  • -Greet and address all customers and co-workers warmly, and with respect 
  • -Report and/or correct any threats to customer or employee safety, immediately 
  • -Answering the phone; greeting and providing a warm transfer for all incoming phone calls 
  • -Directs visitors to the appropriate person and office 
  • -Provide basic and accurate information in-person and via telephone and email 
  • -Complete additional work duties as required 

On-Going Proficiency Training

  • – Maintain professional and technical knowledge by participating in formal training sessions, on–the–job coaching, attending workshops, and on-line webinars to stay current with rapidly changing technology  

Compliance

  • -Maintain a clean and safe work environment that complies with State, local, and OSHA requirements 
  • -Quickly and completely follow through with all tasks 
  • -Resolve disputes and issues completely and efficiently 
  • -Participate in all required departmental meetings 
  • -Maintains up-to-date knowledge and demonstrates understanding and compliance with all LFAN policies and procedures related to assigned job duties 

Performance

  • -Support and adhere to all company standards and operational policies  
  • -Maintain a high level of performance and customer satisfaction ratings 
  • -Demonstrate flexibility and agility as demands change and require realignment of strategy and focus 
  • -Demonstrate ongoing openness to receive developmental feedback while maintaining a positive mindset  
  • -Maintain a positive culture that promotes employee productivity, innovation, and longevity, and enhances the trust and respect of our customers 
  • -Consistently stays busy by seeking out new tasks and challenges within the department. 

Administrative

  • -Effectively clock in and out each day, including lunch breaks 
  • -May receive, sort and distribute mail/deliveries 
  • -May perform clerical matching functions as part of the bank reconciliation activities 
  • -Performs other clerical receptionist duties such as filing, photocopying, scanning, mailing, transcribing and faxing 
  • -Other projects as assigned 

Key Competencies

Intra- and Interpersonal

  • -Consistently models and reinforces ethical behavior in self and others 
  • -Earns others’ trust and respect through consistent honesty and professionalism in all interactions 
  • -Consistently remains open to receive and learn from ongoing developmental feedback and maintain a positive mindset 
  • -Respects and maintains confidentiality, does the right thing even when it is difficult, does not yield to pressure to show bias or manipulate others 
  • -Demonstrates a high level of service delivery 
  • -Does what is necessary to ensure customer satisfaction  
  • -Deals with service failures and prioritizes customer needs  
  • -Resilience to maintain a customer focused, positive mindset, despite obstacles, conflicting agendas, and changing priorities 
  • -Gains member satisfaction and loyalty 
  • -Promotes cooperation and commitment within the team to achieve goals and deliverables;  
  • -Ensures joint ownership of goal setting, commitments, and accomplishments;  
  • -Involves everyone on the team and encourages team unity through sharing information and expertise, working together to solve problems and putting the team success first;  
  • -Knows and supports teammates’ work and deliverables;  
  • -Helps teammates who need or ask for support or assistance.
  • -Demonstrates the ability to convey thoughts, express ideas, and present information effectively through the spoken or written word. 
  • -Checks for understanding of the communication by asking open-ended questions that draw out the the listener’s understanding 
  • -Effectively follows up with team members to assure that instructions and procedures have been clearly understood and are implemented properly 
  • -Remains open-minded and is able change position on the basis of new information, perform a wide variety of tasks, and quickly change focus as demands change 
  • -Transitions effectively from task to task and easily adapts to varying customer needs 
  • -Responds to change quickly; changes personal, interpersonal, and professional behavior quickly based on the needs of a customer or situation 
  • -Openness to work with, support, learn from, and challenge team members in a constructive way 
  • -Re-evaluates decisions when presented with new information, readily integrates changes into work processes and outputs 
  • -Shows up for work early, gives, as well as follows instructions, enforces and follows policies and procedures; expects and meets productivity standards, enforces and keeps deadlines and work schedules.   
  • -Stays focused on tasks in spite of distractions and interruptions 
  • -Makes the best use of available time and resources 
  • -Balances quality of work with meeting deadlines 
  • -Does not make excuses for errors or problems; acknowledge and correct mistakes 
  • -Does not diffuse blame for not meeting expectations; faces up to problems with people quicky and directly 
  • -Establishes a systematic course of action to ensure accomplishment of specific objectives 
  • -Determines priorities and allocates time and resources effectively 
  • -Sets priorities with an appropriate sense of what is most important and realistically anticipates obstacles 
  • -Tracks progress and completion of activities to accomplish stated objectives  
  • -Develops systems to organize workflow to ensure quality accuracy and timeliness of output 
  • -Employs analytical abilities, using a logical systematic and sequential approach to resolve problems in a variety of contexts 
  • -Uses skillful questioning to draw out specific information needed to clarify the situation and identify root causes of problems 
  • -Gathers, organizes and analyzes information to assess the situation 
  • -Probes multiple sources for possible solutions 
  • -Develops and evaluates alternative courses of action 
  • -Diligently attends to details and pursues quality in accomplishing tasks 
  • -Follows detailed procedures and ensures accuracy in documentation and data 
  • -Checks work to ensure accuracy and completeness 
  • -Organizes and maintains a system of records; provides information in a useable form and on a timely basis to others who need to act on it 
  • -Performs work in a safe manner at all times 
  • -Avoids shortcuts that increase health and safety risk to self or others 
  • -Check for and correct potential hazards or breaches of security plans while in the workplace or in the field 
  • -Responds positively to safety-oriented feedback 
  • -Encourages and supports others to be safe while at work 
  • -Understands and uses different technology tools to increase productivity and improve efficiencies 
  • -Demonstrates a solid working knowledge of computer systems, software applications and internet tools applicable to his/her work   

Knowledge

  • -Comprehension of company processes, roles, functions, and trends 
  • -Basic written, verbal, and math skills, as required to perform tasks associated with this role 
  • -Familiarity with and being able to use different modes of communication including but not limited to phone calls, emails, text messages, etc. – level of communication skills should be superior with typing, writing, and speaking being fluent and professional 

Experience

  • -Experience in an automotive dealership preferred, but not required 
  • -Demonstrated track record of stability and success in an office, receptionist or customer service role in a team focused, interdependent environment required 

Skills

  • -Strong “customer serving” mindset 
  • -Initiative-driven self-starter who can balance multiple priorities, organize workload and meet deadlines in a fast-paced, results driven environment 
  • -Self-motivated and able to work effectively with minimal supervision 
  • -Solid organizational skills and attention to detail 
  • -Technology proficiency with multi-line telephone systems, email, and MS Office 
  • -Disciplined daily recordkeeping and reporting expertise 
  • -Ability to read and interpret written instructions and information, procedure manuals and statutory compliance regulations, and accurately complete required forms and other relevant documentation 
  • -Intermediate level proficiency of typing, filing, use of computer, calculator and other general office equipment 
  • -Ability to maintain productivity and accuracy while working in close proximity with other people and balance with interruptions from customer, phone and noise distractions   
  • -Professional, polite and persuasive phone, e-mail, and interpersonal communication skills  
  • -Strong listening, interpreting, written and verbal communication skills 
  • -Ability to manage and diffuse difficult or emotional customer situations, speaking clearly and persuasively in positive or negative situations 
  • -Professional appearance and work ethic 

Education

Preferred education and / or certifications for the role includes, but may not be limited to, the following:

Preferred 

  • -High school diploma or GED 
  • -Minimum 2 years in an office or customer service role 

Job Readiness Training

Role-specific training will include but not be limited to:

LFAN Core Hospitality – a crucial foundation to the more technical and role specific orientation and training. 

Internal Software Programs and Tools – includes structured training webinars and schedules, programs facilitated by the Office/Accounting Manager as the employee progresses  

On-The-Job Training – delivered under the guidance of the ADI General Manager, Comptroller, and other leaders in the organization, learn current organizational processes, policies, and expectations for your role. 

Performance Management

The most important objective of the role is to increase service through initiating a relationship that will translate into customer satisfaction and brand loyalty.  The Receptionist must excel in a team environment and be willing to see the overall picture.    

Each Receptionist should strive to lead his or her peers with regard to  

Regular performance evaluations will be performed in order to track progress to achieving outcomes and to provide constructive feedback.   

KPI’s Include 

  • -Timeliness and accuracy answered and transferred telephone calls 
  • -Timeliness and accuracy with all assigned projects and tasks. 
  • -Effectively resolves issues without incurring unnecessary costs. 

Career Succession

With appropriate experience and/or training, a successful Receptionist sometimes transitions to Biller/Coster, AR Clerk, AP Clerk.

Professional Business Attire

Appropriate professional casual attire will typically include slacks or khakis, dress shirt or blouse, open-collar or company logo polo shirt. Loafers or dress shoes that cover all or most of the foot. Avoid clothing with tears, holes, or large stains.

Work Environment

Majority of work will be done indoors on the showroom floor which is well lighted, well-ventilated and temperature controlled; regular exposure to slightly elevated ambient noise levels and minor atmospheric conditions affecting skin or respiratory systems such as fumes, odors and dusts associated with automobile operations and emissions Receptionist work in close proximity with co-workers where frequent phone and noise distractions and interruptions occur. They are assigned a desk for preparing paperwork and regularly experience prolonged periods of sitting at their desk operating a computer, and other office productivity equipment. They regularly use arms to reach and hands and fingers to perform various duties. This may be a physically, mentally, and emotionally demanding role at times, and while performing the duties of this job, the employee is regularly required to adjust quickly as changes occur throughout each day.
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Disclaimer

The information contained in this Role Description is designed to include a comprehensive presentation of accountabilities, responsibilities, and activities that are deemed to be critical to the successful performance of this role.  This listing is not necessarily all inclusive and is subject to change at any time and with or without notice, based on the current or changing needs of the business.

 

 

Affirmative Action Plan /Equal Opportunity Employer

In order to provide equal employment and advancement opportunities to all individuals, employment decisions within the company will be based on merit, qualifications, and abilities. The Lou Fusz Automotive Network, or any of its affiliates, does not discriminate in employment opportunities or practices on the basis of sex, race, color, creed, religion, gender identity, transgender status, sexual orientation  national origin, marital status, age, disability genetic information, or any other characteristic protected by law.  
 

The Lou Fusz Automotive Network will make reasonable accommodations for qualified individuals with known disabilities unless doing so would result in an undue hardship. This policy covers all aspects of employment, including selection, job assignment, compensation, discipline, termination, and access to benefits and training.  

 

If you have a question or concern about any type of discrimination in the workplace, you are encouraged to bring the issue to the attention of Human Resources.  At The Lou Fusz Automotive Network, be assured that you can raise concerns and make reports without fear of reprisal.  Further anyone found to be engaging in any type of unlawful discrimination will be subject to disciplinary action up to and including termination of employment. 

At-Will Statement

The information contained in this Role Description is not an employment contract and is not intended to create contractual obligations of any kind.  Employment at The Lou Fusz Automotive Network is based on mutual consent and is “at- will” which means that you are free to resign at any time with or without cause or advance notice. Likewise, The Lou Fusz Automotive Network reserves the same rights and may terminate your employment at any time, with or without cause or advance notice provided that any applicable State or Federal law is not violated. 

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