Guest Ambassador

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 customer’s 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 dealership’s 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.